Research On The Evaluation System Of The Whole Process Engineering Consulting Service Quality

To promote the whole process engineering consulting organization mode is to meet the needs of the development of the socialist market economy,and is also an important measure of the supply side structural reform of engineering consulting services.The whole process engineering consultation mode can provide high-quality intellectual and technical services for engineering construction activities,so as to improve investment efficiency,engineering construction quality and operation efficiency,and promote the high-quality development of the construction industry.However,in practice,there are many problems in the whole process of engineering consulting service.In order to standardize and encourage the healthy and orderly development of the industry,promote the transformation and development of enterprises,standardize the operation,and improve the quality of the whole process engineering consulting service,this paper systematically studies the related concepts and evaluation of the whole process engineering consulting service quality.Firstly,on the basis of sorting out and analyzing the documents of service quality,service quality evaluation and whole process engineering consultation,this paper summarizes the connotation,characteristics and components of service quality,puts forward the analytical logic thinking of whole process engineering consultation service quality evaluation,constructs the basic framework of whole process engineering consultation project based on WBS,and analyzes the service essence of whole process engineering consultation the characteristics and components of service quality evaluation in the whole process of engineering consultation are analyzed.Then,through literature research and internal discussion,the evaluation indexes of the whole process engineering consulting service quality are preliminarily identified,and then the key service quality evaluation indexes are extracted through questionnaire survey and factor analysis.Finally,a set of 57 evaluation indexes is established,which are evaluated from three aspects of the whole process engineeringconsulting service assurance quality,service interaction quality and service result quality Index system of engineering consulting service quality.Based on the comparative analysis of the advantages and disadvantages of the common methods and the applicable conditions,considering the characteristics of the whole process engineering consulting service quality evaluation,the fuzzy matter-element evaluation model weighted by COWA operator is adopted.The combination of fuzzy mathematics and matter-element analysis can effectively deal with multi factor and multi-level evaluation problems,solve the contradiction between complexity and fuzziness,and get the feedback information of evaluation system.by using COWA operator weighting method,the influence of extreme large value or extreme small value in scoring due to the subjective reasons of experts is weakened.combined with the characteristics of multiple uncertainties and fuzziness in service quality evaluation,it can more truly reflect the weight of each index.Therefore,the whole process engineering consulting service quality evaluation model based on COWA operator weighted fuzzy matter-element is constructed.Finally,the model is used to evaluate the service quality of the whole process engineering consulting unit of a project,and the evaluation results are explained in detail to test the effectiveness of the model.It provides reference and ideas for the whole process of engineering consulting service quality evaluation.