CN116050928A - Method for evaluating service specification application effect of comprehensive service area on water - Google Patents
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Abstract
The invention discloses a method for evaluating service specification application effects of a comprehensive service area on water, which comprises the following steps: (1) Constructing an application effect evaluation index system of the service specification of the water navigation comprehensive service area; (2) Constructing a service specification application effect evaluation model of the water navigation comprehensive service area; (3) And summarizing and analyzing service specification application effect evaluation results of the comprehensive navigation service area on water. The invention provides a method for evaluating service specification application effects of a comprehensive water navigation service area, which combines a comprehensive water navigation service area service specification application effect evaluation index system and a fuzzy comprehensive evaluation quantitative model, can exactly position the level of the comprehensive service area service specification application effect, find out problems and weak links existing in the comprehensive water navigation service area service specification application effect, and provides related suggestions.
Description
Technical Field
The invention belongs to the field of comprehensive service areas on water, and particularly relates to a service specification application effect evaluation method for the comprehensive service areas on water.
Background
The water comprehensive service area is taken as a public service area of the navigation water area and is usually arranged near the coast of the channel, and the service specification of the water comprehensive service area not only influences the perfection of supporting facilities of the channel, but also directly relates to the construction effect of the water service area in the channel. The comprehensive literature data is obtained, the application effect evaluation of the service specification relates to a plurality of industries such as catering industry, travel industry and the like, but the research on the service specification application effect evaluation of the water service area in the transportation industry is less, and the comprehensive evaluation research on the service specification application effect of the water comprehensive service area is particularly realized. Service standardization is a standard which should be uniformly achieved in a certain service industry and a system, and is also a standard which needs to be achieved by the whole service system of the comprehensive service area on water. Therefore, in order to ensure the service effect of the comprehensive service area on water, the comprehensive service can be provided, the current situation of service specification and the application effect of the comprehensive service area are required to be evaluated, and a specific and clear improvement direction is provided for the service standardization and standardization of the comprehensive service area on water.
Disclosure of Invention
The invention aims to provide an evaluation method aiming at the service normative application effect of the water navigation comprehensive service area, a service normative application effect evaluation index system of the water navigation comprehensive service area is constructed, a fuzzy comprehensive evaluation model is introduced, the service current situation and the application effect of the water navigation comprehensive service area are completely and objectively evaluated, and a clear improvement direction is provided for service standardization of the water navigation comprehensive service area.
The technical scheme provided by the invention is as follows:
a method for evaluating service specification application effects of an overwater comprehensive service area comprises the following steps:
(1) Construction of service specification application effect evaluation index system of water navigation comprehensive service area
On the basis of meeting the principles of human nature, scientificity, operability and systematicness, reading service standardization related documents and combining the service characteristics of the water navigation comprehensive service area, and primarily constructing a water navigation comprehensive service area service standardization application effect evaluation index system by highlighting the differences between the water navigation comprehensive service area and the expressway service area and the general water service area; screening the preliminarily constructed evaluation indexes by combining the opinions and questionnaires of experts and related personnel, and determining the final service specification application effect evaluation indexes of the water navigation comprehensive service area through membership analysis and reliability inspection;
(2) Construction of service specification application effect evaluation model of water navigation comprehensive service area
After determining service specification application effect evaluation indexes of the water navigation comprehensive service area, introducing a fuzzy comprehensive evaluation model, and performing standard evaluation on each evaluation index by using multi-level feature description; then, weighting the constructed evaluation index by adopting an expert scoring method, and reflecting the importance degree of each factor on the service specification of the water navigation comprehensive service area; secondly, introducing fuzzy comprehensive evaluation, and calculating an evaluation matrix layer by using a fuzzy comprehensive evaluation method after constructing an evaluation factor set, determining an evaluation set and determining a fuzzy evaluation matrix to obtain an evaluation result of the index element;
(3) Summarizing and analyzing service specification application effect evaluation results of comprehensive navigation service area on water
On the basis of determining the service specification application effect evaluation index system, index weighting and clear index evaluation characteristic level of the water navigation comprehensive service area, carrying out quantitative calculation on the service specification application effect of the water navigation comprehensive service area, presenting an evaluation result by adopting a visual method, clearly and intuitively reflecting the level positioning of the service specification level of the comprehensive service area, analyzing the self service characteristics in the water navigation comprehensive service area service, finding out the service problems, and providing related suggestions for the service standardization of the water navigation comprehensive service area.
Further, in combination with the actual situation of the service specification of the comprehensive service area for water navigation, starting from six dimensions of service environment, service content, management system, service benefit, employee satisfaction and service evaluation feedback, a primary index of an evaluation system for the service specification application effect of the comprehensive service area for water navigation is constructed, and a secondary index and a tertiary index are extended from the primary index;
after the service specification application effect evaluation indexes of the comprehensive water navigation service area are initially constructed, distinguishing the importance degree and the accuracy degree of each evaluation index by using the question form of a matrix table, designing a questionnaire, inviting service objects and staff of the comprehensive water navigation service area to fill in respectively, and performing membership analysis and reliability inspection on the initially constructed evaluation indexes to obtain the final service specification application effect evaluation indexes of the comprehensive water navigation service area.
Further, designing index importance questionnaires in various index systems, classifying the questionnaires into 5 important, general, unimportant and unimportant grades, respectively scoring the importance of the indexes by inviting personnel and service objects in the water navigation comprehensive service area, and determining relative importance scale values in each layer of indexes and the lower layer of indexes according to various scoring results, thereby obtaining evaluation index weights; the weighting method for the primary index, the secondary index and the tertiary index according to the scoring result of the personnel in the comprehensive service area is as follows:
1) And (3) determining three-level index weight:
counting scoring data of questionnaires, calculating the weight of each index, and firstly selecting the membership degree of the important numbers in the total number of the scoring people from the scoring results of comprehensive service area personnel, wherein the calculation method is shown in a formula (1):
wherein D is c,d Indicating that the weight of the third-level index is selected from the third-level index; m is M c,d Representing the number of people in the comprehensive service area which is very important for the d third-level index in the c second-level index; n (N) c,d Representing the number of people in the important comprehensive service area selected for the d third level index in the c second level index; m represents the total number of personnel in the comprehensive service area participating in scoring; n is n 3 The number of the third-level indexes contained in the c-th second-level index is represented; finally, the membership degree is converted into the weight of the three-level index through normalization treatment:
in which W is c,d Representative weight of the third-level index is selected from the third-level indexes;
2) And (3) determining a secondary index weight:
the method for determining the secondary index weight is shown in the formula (3):
wherein D is b,c Indicating that the weight of the c second-level index is selected in the b first-level index; m is M b,c Representing the number of people in the comprehensive service area which is very important for the c-th secondary index in the b-th primary index; n (N) b,c Representing the number of people in the important comprehensive service area for the c-th secondary index in the b-th primary index; m represents the total number of personnel in the comprehensive service area participating in scoring; n is n 2 The number of secondary indexes contained in the b-th primary index is represented; finally, the membership degree is converted into the weight of the secondary index through normalization treatment:
in which W is c,d The representative weight of the c second-level index is selected from the b second-level indexes;
3) Determining the first-level index weight:
the method for determining the first-level index weight is shown in the formula (5):
in which W is b,c Representing the weight of the b first-level index selected in the a-th target layer; m is M b,c Representing the number of people in the comprehensive service area which is very important for the b first-level index in the a target layer; n (N) b,c Representing the number of people in the comprehensive service area which are 'important' for the b first-level index in the a-th target layer; m represents the total number of personnel in the comprehensive service area participating in scoring; n is n 1 A number indicating the number of primary indexes contained in the a-th target layer; finally, the membership degree is converted into the weight of the first-level index through normalization treatment:
in which W is c,d And selecting the weight of the b first-level index in the represented a-th target layer.
Further, on the basis of determining an evaluation index system and index weight, fuzzy comprehensive evaluation is introduced, an effect evaluation system is applied according to the constructed service specification of the water navigation comprehensive service area, and an evaluation factor set is constructed according to primary indexes, secondary indexes and tertiary indexes in the evaluation system.
Further, for the service specification application effect evaluation of the comprehensive water navigation service area, a standard evaluation method of five grades is adopted, namely, the evaluation of each index item is classified into five grades of poor, qualified, general, good and excellent; for the grading of the qualitative index, dividing the qualitative index into 5 sections according to the number of the determined evaluation standard grades; let u=worse, qualified, generally good, excellent }, corresponding scores of { [0,60], [60,70], [70,80], [80,90], [90,100] }, and construct a questionnaire, the investigator involved in the evaluation objectively rates the rating index according to the 5 rating criteria of the rating set, wherein the number of manager, staff and service crews of the integrated service area among the investigators involved in the evaluation should be not less than 20%, 30% and 50% of the total number of people actually involved in the investigation, respectively.
Further, after the questionnaire is collected, determining the membership degree of the index on the basis of the scoring of the questionnaire:
r bcd ＝n bcd n type (7)
Wherein r is bcd Applying a membership degree of an effect evaluation index for the constructed service specification; n represents the total number of people involved in evaluating the filled-in questionnaire; n is n bcd Is frequency number; objective evaluation scoring is carried out on each index according to an index evaluation set by combining with the actual condition of the service standardization effect of the comprehensive service area;
after integrating and summarizing the scores of the questionnaires, a fuzzy comprehensive evaluation matrix is obtained:
R ij ＝(r bcd ) (8)
Wherein R is ij Representing the membership degree of the ith grade corresponding to the jth index; b=1, 2,3, …, n representing n primary indices; c=1, 2,3, …, m, representing m secondary indicators; d=1, 2,3, …, k, represents k three-level indicators;
the finally determined fuzzy evaluation matrix is shown as a formula (9):
after determining the evaluation matrix, further comprehensively considering the importance degree of each factor, and constructing a fuzzy comprehensive evaluation model according to the calculated weight set W, wherein the fuzzy comprehensive evaluation model is shown as a formula (10):
b=w×r (10)
Wherein B represents the evaluation result of the index; meanwhile, the evaluation result of the B in the formula (10) is rapidly positioned according to the grade of the constructed evaluation set.
Compared with the prior art, the invention has the following advantages:
the invention provides a method for evaluating service specification application effects of a comprehensive water navigation service area, which combines a comprehensive water navigation service area service specification application effect evaluation index system and a fuzzy comprehensive evaluation quantitative model, can exactly position the level of the comprehensive service area service specification application effect, find out problems and weak links existing in the comprehensive water navigation service area service specification application effect, and provides related suggestions.
According to the invention, a service standard application effect evaluation index system of the water navigation comprehensive service area is constructed by combining the difference between the water service area and the service areas of other industries and the service characteristics of the water comprehensive service area according to the principle of 'people-oriented' of the service industry and starting from the standard of the service industry.
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FIG. 1 is a flow chart of a method for evaluating service specification application effects of a comprehensive water service area according to the invention;
FIG. 2 is a schematic diagram of the primary index of the evaluation system of the present invention.
Detailed Description
The present invention will be described in further detail with reference to the drawings and examples, in order to make the objects, technical solutions and advantages of the present invention more apparent. It should be understood that the specific embodiments described herein are for purposes of illustration only and are not intended to limit the scope of the invention. In addition, the technical features of the embodiments of the present invention described below may be combined with each other as long as they do not collide with each other.
The service standard of the comprehensive water navigation service area is different from that of a highway service area and a general water service area, and the comprehensive water navigation service area has basic service facilities and service functions, is matched with more perfect service functions and facilities, and relates to service management and specific service processes of the comprehensive water navigation service area. Therefore, the invention constructs a set of comprehensive service area service regulation application effect evaluation system for the comprehensive service area with more perfect and more matched facilities, and finds out the problems by combing and analyzing the service current situation of the comprehensive service area, so as to clearly determine the service regulation current situation of the comprehensive service area and the matched service function construction, comprehensively evaluate the comprehensive service area by adopting a quantitative and qualitative combination mode, analyze and find out the problems of the comprehensive service area in service operation, and provide a specific and clear improvement direction for the service regulation of the comprehensive service area. The evaluation flow of the invention is shown in figure 1, and specifically comprises the following steps:
(1) And (5) constructing a service specification application effect evaluation index system of the water navigation comprehensive service area. On the basis of meeting the principles of human nature, scientificity, operability and systematicness, reading service standardization related documents and combining the service characteristics of the water navigation comprehensive service area, and primarily constructing a water navigation comprehensive service area service specification application effect evaluation index system by highlighting the differences between the water navigation comprehensive service area and the expressway service area and the general water service area. And screening the preliminarily constructed evaluation indexes by combining the opinions and questionnaires of experts and related personnel, and determining the final service specification application effect evaluation indexes of the water navigation comprehensive service area through membership analysis and reliability inspection.
(2) And (5) constructing a service specification application effect evaluation model of the water navigation comprehensive service area. After determining service specification application effect evaluation indexes of the water navigation comprehensive service area, introducing a fuzzy comprehensive evaluation model, and performing standard evaluation on each evaluation index by using 5-level feature description; weighting the evaluation index constructed in the step (1) by adopting an expert scoring method, and reflecting the importance degree of each factor on the service specification of the water navigation comprehensive service area; and secondly, introducing fuzzy comprehensive evaluation, and calculating an evaluation matrix layer by using a fuzzy comprehensive evaluation method after constructing an evaluation factor set, determining the evaluation set and determining a fuzzy evaluation matrix to obtain an evaluation result of the index element.
(3) And summarizing and analyzing service specification application effect evaluation results of the comprehensive navigation service area on water. On the basis of determining the service specification application effect evaluation index system, index weighting and defining index evaluation characteristic grades of the water navigation comprehensive service area, carrying out quantitative calculation on the service specification application effect of the water navigation comprehensive service area, presenting an evaluation result by adopting a visual method, clearly and intuitively reflecting the grade positioning of the service specification level of the comprehensive service area, analyzing the self characteristics of the water navigation comprehensive service area service and finding out the existing problems, and providing related suggestions for service standardization of the water navigation comprehensive service area.
Specifically, the method for evaluating the service specification application effect of the comprehensive service area on water according to the embodiment of the invention comprises the following steps:
(1) Construction of service specification application effect evaluation index system of water navigation comprehensive service area
The service standard of the comprehensive water navigation service area is different from that of a highway service area and a general water service area, and the comprehensive water navigation service area has basic service facilities and service functions, is matched with more perfect service functions and facilities, and relates to service management and specific service processes of the service area. The service management system comprises management of service area regulations, national related laws and regulations and fulfillment of service area related service specifications; the service process starts from actual service content, provides various service content in the comprehensive service area on water, and urges each department personnel in the service area to provide standardized service for navigation ships and crews according to service specifications according to the principle of 'people-based first service'.
The system is characterized in that the system is different from a highway service area standardization evaluation system and a general water service area service quality evaluation system in reference to the road transportation field, and is used for constructing a first-level index of an application effect evaluation system of 22 water navigation comprehensive service area service specifications including service facility supply, service talent team, informatization level, ship service, crew service, green navigation service, special service and the like from six dimensions of service environment, service content, management system, service benefit, employee satisfaction and service evaluation feedback according to the actual situation of the water navigation comprehensive service area service specifications, wherein the first-level index of the evaluation system is shown in figure 2. Extending the first level index into the second level index, and extending the second level index into the third level index.
In order to enable the evaluation index system to meet the principles of discipline, systematicness and reliability, after the evaluation indexes of the service norms of the water navigation comprehensive service area are initially constructed, distinguishing the importance and accuracy of each evaluation index by using the topic form of a matrix table, designing a questionnaire, inviting service objects and staff of the water navigation comprehensive service area to fill in respectively, and accordingly performing membership analysis and reliability inspection on the preliminarily constructed evaluation indexes to screen redundant indexes.
In order to ensure that the evaluation index can objectively reflect the service standardization application effect of the comprehensive water navigation service area, the evaluation index is integrated after the steps are carried out, so that the final service standardization application effect evaluation index of the comprehensive water navigation service area is obtained, and the detailed table 1 is shown.
Table 1 comprehensive service area service Specification application Effect evaluation index Table for Water navigation
(2) Construction of service specification application effect evaluation model of water navigation comprehensive service area
The invention introduces a fuzzy comprehensive evaluation model to solve the related problems of index quantification. And on the basis of constructing an evaluation index and determining an index weight, carrying out grading evaluation on the service specification application effect of the water navigation comprehensive service area. The level of the current service effect of the comprehensive service area can be clearly and accurately positioned by using the grading evaluation framework; the problems of large index quantity and difficult quantification can be well solved by introducing fuzzy comprehensive evaluation, and the service specification application effect evaluation result of the navigation comprehensive service area on the water is clearly reflected by a system. The specific implementation process is as follows:
1. determination of evaluation index weight
After the evaluation index of the service specification application effect of the comprehensive service area on water is determined, the relative importance and the influence degree of different indexes on the current situation of the service specification of the comprehensive service area are different, so that each index needs to be given weight. Considering that the number of index items in the comprehensive service area evaluation system is too large and no obvious sequence relation exists among indexes, the invention adopts an expert scoring method to assign weight to each index from the standpoint of the comprehensiveness and scientificity of the evaluation indexes. The index importance questionnaires in each index system are designed, the questionnaires are classified into 5 grades which are very important, general, unimportant and very unimportant, the importance of the indexes is respectively scored by inviting the staff and the service objects in the comprehensive navigation service area on water, and then the relative importance scale value among each layer of indexes and the lower layer of indexes is determined according to each scoring result, so that the evaluation index weight is obtained. The method is simple, convenient and clear, consistency test is not needed, and the method for weighting the primary, secondary and tertiary indexes according to scoring results of personnel in the comprehensive service area is as follows:
1) And (3) determining three-level index weight:
counting scoring data of questionnaires, calculating the weight of each index, and firstly selecting the membership degree of the important numbers in the total number of the scoring people from the scoring results of comprehensive service area personnel, wherein the specific calculation method is shown in a formula (1):
in the formula (1), D c,d Indicating that the weight of the third-level index is selected from the third-level index; m is M c,d Representing the number of people in the comprehensive service area which is very important for the d third-level index in the c second-level index; n (N) c,d Representing the number of people in the important comprehensive service area selected for the d third level index in the c second level index; m represents the total number of personnel in the comprehensive service area participating in scoring; n is n 3 The number of the tertiary indexes included in the c-th secondary index is represented. Finally, the membership is converted into the weight of the three-level index through normalization processing.
In the formula (2), W c,d Representative weights of the third-level index are selected from the third-level indexes.
2) And (3) determining a secondary index weight:
the method for determining the secondary index weight is shown in the formula (3):
in the formula (3), D b,c Indicating that the weight of the c second-level index is selected in the b first-level index; m is M b,c Representing the number of people in the comprehensive service area which is very important for the c-th secondary index in the b-th primary index; n (N) b,c Indicated in the b-th level index, for the c-th level index, select "important"number of people in comprehensive service area; m represents the total number of personnel in the comprehensive service area participating in scoring; n is n 2 The number of secondary indexes included in the b-th primary index is represented. Finally, the membership is converted into the weight of the secondary index through normalization processing.
In the formula (4), W c,d Representative of the b-th secondary index, the weight of the c-th secondary index is selected.
3) Determining the first-level index weight:
the method for determining the first-level index weight is shown in the formula (5):
in the formula (5), W b,c Representing the weight of the b first-level index selected in the a-th target layer; m is M b,c Representing the number of people in the comprehensive service area which is very important for the b first-level index in the a target layer; n (N) b,c Representing the number of people in the comprehensive service area which are 'important' for the b first-level index in the a-th target layer; m represents the total number of personnel in the comprehensive service area participating in scoring; n is n 1 The number of primary indexes contained in the a-th target layer is represented. Finally, the membership is converted into the weight of the first-level index through normalization processing.
In formula (6), W c,d And selecting the weight of the b first-level index in the represented a-th target layer.
2. Evaluation factor set construction
On the basis of determining an evaluation index system and index weight, fuzzy comprehensive evaluation is introduced, an effect evaluation system is applied according to the constructed service specification of the water navigation comprehensive service area, and an evaluation factor set is constructed according to primary indexes, secondary indexes and tertiary indexes in the evaluation system, as shown in table 2.
Table 2 comprehensive service area service Specification application Effect evaluation factor set for Water navigation
3. Determination of evaluation sets and questionnaires
For the service specification application effect evaluation of the comprehensive service area for water navigation, a standard evaluation method of five grades is adopted, namely, the evaluation of each index item is classified into five grades of poor, qualified, general, good and excellent. And classifying the qualitative indexes into 5 sections according to the number of the determined evaluation standard grades. Let u=poor, acceptable, generally good, excellent }, corresponding scores of { [0,60], [60,70], [70,80], [80,90], [90,100] }. And constructing a questionnaire, and objectively grading indexes by the investigators participating in the evaluation according to 5 grading evaluation standards of an evaluation set, wherein the number of managers, staff and service crews in a comprehensive service area among the investigators participating in the evaluation is not less than 20%, 30% and 50% of the total number of the investigators actually participating in the investigation respectively.
4. Determining a fuzzy evaluation matrix
Inviting the personnel in the comprehensive service area to objectively evaluate the index in the form of a questionnaire. Meanwhile, in the questionnaire investigation, in order to ensure the effectiveness of the questionnaire, the object filled in by the questionnaire comprises staff, navigation ships and crews in the comprehensive service area. After the questionnaires are collected, determining the membership degree of the index on the basis of the scoring of the questionnaires:
r bcd ＝n bcd n type (7)
In formula (7), r bcd Applying a membership degree of an effect evaluation index for the constructed service specification; n represents the total number of people participating in evaluation and filling in the questionnaire, and the average value of index membership is calculated; n is n bcd Is a frequency number. And carrying out objective evaluation scoring on each index according to the index evaluation set by combining with the actual condition of the service standard effect of the comprehensive service area.
After integrating and summarizing the scores of the questionnaires, a fuzzy comprehensive evaluation matrix is obtained:
R ij ＝(r bcd ) (8)
Wherein b=1, 2,3, …, n represents n primary indices; c=1, 2,3, …, m, representing m secondary indicators; d=1, 2,3, …, k, represents k three-level indices. j represents the corresponding 5 classes, R11 is the membership of the first class to the first index. Brackets represent the evaluation matrix, indicated by brackets.
The finally determined fuzzy evaluation matrix is shown as a formula (9):
5. fuzzy comprehensive evaluation
After determining the evaluation matrix, further comprehensively considering the importance degree of each factor, and constructing a fuzzy comprehensive evaluation model according to the weight set W calculated in the steps, wherein the fuzzy comprehensive evaluation model is shown in a formula (10):
b=w×r (10)
In the formula (10), B represents the evaluation result of the index. Meanwhile, the evaluation result of the B in the formula (10) is rapidly positioned according to the evaluation set constructed in the step 3.
(3) Summarizing and analyzing service specification application effect evaluation results of comprehensive navigation service area on water
The invention invites the comprehensive service area staff, the manager and the navigation ships and crews to score the evaluation index by filling in the questionnaire, thereby solving the problem that the evaluation index is difficult to quantify. According to the evaluation results obtained in the steps, the evaluation results of the service standardization application effects of the comprehensive service area on water are further analyzed by using a visualization method such as a histogram, problems and weak links of the service are found, the service characteristics and service bright spots of the comprehensive service area are found, the service standardization application effect level of the comprehensive service area is clearly and accurately positioned, and related suggestions are provided for service standardization of the comprehensive service area on water.
It should be noted that each step/component described in the present application may be split into more steps/components, or two or more steps/components or part of the operations of the steps/components may be combined into new steps/components, as needed for implementation, to achieve the object of the present invention.
It will be readily appreciated by those skilled in the art that the foregoing is merely a preferred embodiment of the invention and is not intended to limit the invention, but any modifications, equivalents, improvements or alternatives falling within the spirit and principles of the invention are intended to be included within the scope of the invention.
Claims (6)
1. The method for evaluating the service specification application effect of the comprehensive service area on water is characterized by comprising the following steps of:
(1) Construction of service specification application effect evaluation index system of water navigation comprehensive service area
On the basis of meeting the principles of human nature, scientificity, operability and systematicness, reading service standardization related documents and combining the service characteristics of the water navigation comprehensive service area, and primarily constructing a water navigation comprehensive service area service standardization application effect evaluation index system by highlighting the differences between the water navigation comprehensive service area and the expressway service area and the general water service area; screening the preliminarily constructed evaluation indexes by combining the opinions and questionnaires of experts and related personnel, and determining the final service specification application effect evaluation indexes of the water navigation comprehensive service area through membership analysis and reliability inspection;
(2) Construction of service specification application effect evaluation model of water navigation comprehensive service area
After determining service specification application effect evaluation indexes of the water navigation comprehensive service area, introducing a fuzzy comprehensive evaluation model, and performing standard evaluation on each evaluation index by using multi-level feature description; then, weighting the constructed evaluation index by adopting an expert scoring method, and reflecting the importance degree of each factor on the service specification of the water navigation comprehensive service area; secondly, introducing fuzzy comprehensive evaluation, and calculating an evaluation matrix layer by using a fuzzy comprehensive evaluation method after constructing an evaluation factor set, determining an evaluation set and determining a fuzzy evaluation matrix to obtain an evaluation result of the index element;
(3) Summarizing and analyzing service specification application effect evaluation results of comprehensive navigation service area on water
On the basis of determining the service specification application effect evaluation index system, index weighting and clear index evaluation characteristic level of the water navigation comprehensive service area, carrying out quantitative calculation on the service specification application effect of the water navigation comprehensive service area, presenting an evaluation result by adopting a visual method, clearly and intuitively reflecting the level positioning of the service specification level of the comprehensive service area, analyzing the self service characteristics in the water navigation comprehensive service area service, finding out the service problems, and providing related suggestions for the service standardization of the water navigation comprehensive service area.
2. The method for evaluating the service specification application effect of the comprehensive service area on water according to claim 1, wherein the method is characterized in that, in combination with the actual situation of the service specification of the comprehensive service area on water, from six dimensions of service environment, service content, management system, service benefit, employee satisfaction and service evaluation feedback, a primary index of the service specification application effect evaluation system of the comprehensive service area on water is constructed, and a secondary index and a tertiary index are extended from the primary index;
after the service specification application effect evaluation indexes of the comprehensive water navigation service area are initially constructed, distinguishing the importance degree and the accuracy degree of each evaluation index by using the question form of a matrix table, designing a questionnaire, inviting service objects and staff of the comprehensive water navigation service area to fill in respectively, and performing membership analysis and reliability inspection on the initially constructed evaluation indexes to obtain the final service specification application effect evaluation indexes of the comprehensive water navigation service area.
3. The method for evaluating the service normative application effect of the comprehensive service area on water according to claim 2, wherein index importance questionnaires in various index systems are designed, the classification of the questionnaires is divided into 5 grades which are very important, general, unimportant and very unimportant, the importance of the indexes is respectively scored by inviting personnel and service objects of the comprehensive service area on water, and then the relative importance scale value among each layer of indexes and the lower layer of indexes is determined according to various scoring results, so that the evaluation index weight is obtained; the weighting method for the primary index, the secondary index and the tertiary index according to the scoring result of the personnel in the comprehensive service area is as follows:
1) And (3) determining three-level index weight:
counting scoring data of questionnaires, calculating the weight of each index, and firstly selecting the membership degree of the important numbers in the total number of the scoring people from the scoring results of comprehensive service area personnel, wherein the calculation method is shown in a formula (1):
wherein D is c,d Indicating that the weight of the third-level index is selected from the third-level index; m is M c,d Representing the number of people in the comprehensive service area which is very important for the d third-level index in the c second-level index; n (N) c,d Representing the number of people in the important comprehensive service area selected for the d third level index in the c second level index; m represents the total number of personnel in the comprehensive service area participating in scoring; n is n 3 The number of the third-level indexes contained in the c-th second-level index is represented; finally, the membership degree is converted into the weight of the three-level index through normalization treatment:
in which W is c,d Representative weight of the third-level index is selected from the third-level indexes;
2) And (3) determining a secondary index weight:
the method for determining the secondary index weight is shown in the formula (3):
wherein D is b,c Indicating that the weight of the c second-level index is selected in the b first-level index; m is M b,c Representing the number of people in the comprehensive service area which is very important for the c-th secondary index in the b-th primary index; n (N) v,c Representing the number of people in the important comprehensive service area for the c-th secondary index in the b-th primary index; m represents the total number of personnel in the comprehensive service area participating in scoring; n is n 2 The number of secondary indexes contained in the b-th primary index is represented; finally, the membership degree is converted into the weight of the secondary index through normalization treatment:
in which W is c,d The representative weight of the c second-level index is selected from the b second-level indexes;
3) Determining the first-level index weight:
the method for determining the first-level index weight is shown in the formula (5):
in which W is b,c Representing the weight of the b first-level index selected in the a-th target layer; m is M b,c Representing the "very important" comprehensive service area people selected for the b-th level index in the a-th target layerNumber of members; n (N) b,c Representing the number of people in the comprehensive service area which are 'important' for the b first-level index in the a-th target layer; m represents the total number of personnel in the comprehensive service area participating in scoring; n is n 1 A number indicating the number of primary indexes contained in the a-th target layer; finally, the membership degree is converted into the weight of the first-level index through normalization treatment:
in which W is c,d And selecting the weight of the b first-level index in the represented a-th target layer.
4. The method for evaluating the service specification application effect of the comprehensive service area on water according to claim 3, wherein fuzzy comprehensive evaluation is introduced on the basis of determining an evaluation index system and index weight, and an evaluation factor set is constructed according to the constructed comprehensive service area service specification application effect evaluation system on water and the primary index, the secondary index and the tertiary index in the evaluation system.
5. The method for evaluating the service specification application effect of the comprehensive service area on water according to claim 4, wherein for evaluating the service specification application effect of the comprehensive service area on water, a standard evaluation method of five grades is adopted, namely, the evaluation of each index item is classified into five grades of poor, qualified, general, good and excellent; for the grading of the qualitative index, dividing the qualitative index into 5 sections according to the number of the determined evaluation standard grades; let u= { worse, qualified, generally good, excellent }, corresponding scores of { [0,60], [60,70], [70,80], [80,90], [90,100] }, and construct a questionnaire, the investigator involved in the evaluation objectively rates the rating index according to 5 rating criteria of the rating set, wherein the number of manager, staff and service crews of the integrated service area among the investigator involved in the evaluation should be not less than 20%, 30% and 50% of the total number of people actually involved in the investigation, respectively.
6. The method for evaluating the service specification application effect of the comprehensive service area on water according to claim 5, wherein after the questionnaires are collected, the membership degree of the index is determined on the basis of the score of the questionnaires:
r bcd ＝n bcd n type (7)
Wherein r is bcd Applying a membership degree of an effect evaluation index for the constructed service specification; n represents the total number of people involved in evaluating the filled-in questionnaire; n is n bcd Is frequency number; objective evaluation scoring is carried out on each index according to an index evaluation set by combining with the actual condition of the service standardization effect of the comprehensive service area;
after integrating and summarizing the scores of the questionnaires, a fuzzy comprehensive evaluation matrix is obtained:
R ij ＝(r bcd ) (8)
Wherein R is ij Representing the membership degree of the ith grade corresponding to the jth index; b=1, 2,3, …, n representing n primary indices; c=1, 2,3, …, m, representing m secondary indicators; d=1, 2,3, …, k, represents k three-level indicators;
the finally determined fuzzy evaluation matrix is shown as a formula (9):
after determining the evaluation matrix, further comprehensively considering the importance degree of each factor, and constructing a fuzzy comprehensive evaluation model according to the calculated weight set W, wherein the fuzzy comprehensive evaluation model is shown as a formula (10):
b=w×r (10)
Wherein B represents the evaluation result of the index; meanwhile, the evaluation result of the B in the formula (10) is rapidly positioned according to the grade of the constructed evaluation set.
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