Research On Evaluation Of Service Quality In BOT Projects

As an effective way for private capital participating in the national infrastructure and public utility projects, BOT mode has been widely used in the world since 1984 when it was proposed firstly. Shajiao B power plant which was built in 1985 is our country's first successful BOT project. Then, China promulgated many documents to encourage private capital involved in infrastructure projects actively. During last more than 20 years, BOT mode has been widely used in water treatment, power plants, public transport infrastructure field etc.With the deepening of the application, the BOT has exposed some problems gradually. In order to attract private capital participation in infrastructure construction and reduce government expenditure, the government tend to focus on short-term performance indicators, such as concession price, concession period, bidder's ability and performance etc., ignoring supervision of project service quality. The failure of many cases, such as Huijin sewage treatment plant and Panyu garbage incineration power plant etc. reflects vulnerabilities of this practice. The ministry of construction has promulgated the franchise agreement demonstrative document in urban water supply, pipeline gas and urban waste treatment projects since 2004; however, these documents are too brief and ignoring the regulation terms of project service quality, which can't provide effective guidance for government regulating BOT projects.BOT project service quality evaluation lack of reliable and perfect evaluation basis, so, this study try to set up a reasonable service quality index system, and chose an effective evaluation method to solve the lack of scientific basis in BOT project service quality supervision.Based on service quality level model, this study constructs BOT project service quality concept model through interviewing experts and investigating literature and then establishes the BOT project service quality index system. The system conclude 3 dimensions which are service process quality, service environment quality and service quality,9 index and 19 sub index. In the construction of the evaluation model, this study uses multi-grade fuzzy comprehensive evaluation method as main evaluation method and combines experts subjective weight and entropy method to construct the fuzzy entropy weight coefficient method to determine the weight of the indexes. At last, this study constructs BOT projects service quality evaluation model and applies it to Shajiao B power plant. This study introduces the implementation of the evaluation process, got the project's overall service quality and each dimension's service quality, and analyzed evaluation results.