Study On The Quality Evaluation And Optimization Of The Life-Cycle Project Cost Consulting Services

In recent years,the life-cycle engineering consultation has been vigorously promoted by the state,and the whole process of cost consultation has become an indispensable part of project cost management,and its service quality has a great impact on the overall investment efficiency of the project.At present,China’s economy has entered a new period of transition from industrial economy to service economy^[1].The business philosophy based on service quality and focusing on customer satisfaction has been gradually formed.However,the quality evaluation system of the life-cycle project cost consulting service is not perfect at present,and it is difficult for the client to select the life-cycle project cost consulting enterprise that can provide high-quality service.Based on the principle of problem orientation,this paper studies the quality evaluation of the life-cycle project cost consulting service from the perspective of the client.Firstly,the existing research results of service quality evaluation and life-cycle project cost consultation are sorted out,and the service scope of each stage of life-cycle project cost consultation is analyzed according to the standards,service lists and relevant policy documents of life-cycle project cost consultation,with SERVQUAL model as the basic framework,combined with the data of index importance questionnaire.23 service quality evaluation indicators were selected and constructed evaluation index system of life-cycle project cost consulting service quality。Secondly,it describes the steps and processes of entropy weight method to calculate the weight of each evaluation index,fuzzy comprehensive evaluation of service quality and KANO-IPA integrated optimization analysis of service quality.Finally,taking B project as an example for empirical research,KANO questionnaire and project satisfaction questionnaire are designed and issued,the entropy method is used to calculate the index weight,the fuzzy comprehensive evaluation method is used to evaluate the service quality of the project,the quality attributes of each evaluation index are classified according to KANO model,and the IPA analysis method is applied to determine the evaluation index priority and put forward suggestions on service quality optimization.The research results of this paper have a certain reference significance for the client to select high-quality life-cycle project cost consulting enterprises,so as to control the project investment more effectively;at the same time,it is helpful for the life-cycle project cost consulting enterprises to accurately identify the key evaluation indicators that need to be improved urgently,so as to realize the optimization and improvement of the life-cycle project cost consultation service quality and improve the satisfaction of the entrusting party and achieve high-quality development in the increasingly fierce market competition.