Forecasting Service Quality Dynamics Based on Integrated Method with GM(1,1) Model and Markov Chain

Tehnički Vjesnik

Zhijie Sasha Dong¹  Lin He²  Jing Dong²  Qingliang Meng² 

[1] Industrial Engineering Program, Ingram School of Engineering, Texas State University, 601 University Dr, San Marcos, TX 78666, United States;School of Management & Economics, Jiangsu University of Science and Technology, 301, Xuefu Road, Zhenjiang, Jiangsu 212 013, China;

关键词: dynamics of quality attributes;    express delivery service;    GM(1,1) model;    Kano model;    life cycle of quality attribute;    Markov chain;   

DOI  :  

来源: DOAJ

【 摘 要 】

Dynamics of quality attributes derived from Kano model has been recognized as one of the most interesting and fruitful developments of attractive quality theory. The purpose of this study is to propose an integrated method with GM(1,1) model and Markov chain to forecast the dynamics of service quality attributes with limited data and explore the existence of the alternative life cycles. Further, an empirical study of the express delivery industry in China is conducted at four points of time (the year of 2008, 2010, 2012, and 2013) to verify the feasibility of the method. This study not only provides a quantitative method for forecasting the dynamics of service quality attributes with limited information, but also gives evidence for the existence of alternative life cycles of service quality attributes.

【 授权许可】

Unknown