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采用数学统计方法进行主成分因子分析,通过对原始变量的重新组合,找出其中蕴涵原始变量大部分信息的几个主成分,对江苏13地市接入型服务质量做出整体评价,并以此模型对相应的服务环节进行横向评估,发现服务短板以尽快提高客户服务质量;同时,从该模型中提炼出固化指标和估值范围,作为服务质量工作的评价和绩效考核指标。通过实践,收到较好的运营成效。
By using the method of mathematical statistics to analyze the principal component factor, by reorganizing the original variables, find out some principal components which contain most of the information of the original variables, and make an overall evaluation on the access quality of service in 13 cities of Jiangsu Province, The model evaluates the corresponding service links horizontally and discovers service shortcomings so as to improve customer service quality as soon as possible. At the same time, a solidification index and a valuation range are extracted from the model, which serves as an evaluation indicator and a performance evaluation indicator for service quality. Through practice, received better operational results.