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System Development & Application
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2082-2086

Service quality satisfaction analysis based on DANP and TOPSIS: take online catering platform as example

Zhang Yanliang
Lu Qingqing
Institute of Management Engineering, Zhengzhou University, Zhengzhou 450001, China

Abstract

Aiming at the multi-objective decision-making problem of online catering platform satisfaction, this paper proposed a multi-objective platform service quality satisfaction analysis method based on DANP and TOPSIS. Firstly, it used the SERVPERF method to determine the index factors affecting the selection of network catering platform. Then it obtained the objective comprehensive weight of index factors by DANP method and analyzed the correlation between indicators. Finally, on the basis of establishing the evaluation index system, it used the TOPSIS method to combine the comprehensive weights of the influencing factors with the performance indicators, and obtained the overall satisfaction ranking of the target network catering platform. The results show that the platform supervision, preferential strength and frequency of the network catering platform have a greater weight of influence, and the Meituan platform has the highest satisfaction. Research shows that this method not only improves the reliability of key factors, but also provides a basis for improving the service quality of online catering platforms.

Foundation Support

国家自然科学基金青年项目(71801)
河南省高等学校重点科研项目计划(19A630031)

Publish Information

DOI: 10.19734/j.issn.1001-3695.2018.12.0951
Publish at: Application Research of Computers Printed Article, Vol. 37, 2020 No. 7
Section: System Development & Application
Pages: 2082-2086
Serial Number: 1001-3695(2020)07-033-2082-05

Publish History

[2020-07-05] Printed Article

Cite This Article

张炎亮, 鹿晴晴. 基于DANP和TOPSIS法的服务质量满意度分析——以网络餐饮平台为例 [J]. 计算机应用研究, 2020, 37 (7): 2082-2086. (Zhang Yanliang, Lu Qingqing. Service quality satisfaction analysis based on DANP and TOPSIS: take online catering platform as example [J]. Application Research of Computers, 2020, 37 (7): 2082-2086. )

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  • Application Research of Computers Monthly Journal
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    CN  51-1196/TP

Application Research of Computers, founded in 1984, is an academic journal of computing technology sponsored by Sichuan Institute of Computer Sciences under the Science and Technology Department of Sichuan Province.

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