关键词: 层次分析法, 服务质量评价模型, 指标体系, 判断矩阵

Abstract: In order to strengthen the provincial financial outlets proxy centralized control, a comprehensive service quality evaluation model is established to evaluate the quality of services for all the banks with uniform standard. This paper utilizes AHP method to establish the mathematical model, which includes three important steps. Firstly, establish the index evaluation system according to the provincial office management and controlling requirements and its own properties which affect its operation. Secondly, establish the hierarchical structure and the judgment matrix to calculate all the index weight. Thirdly, use the consistency checking method to verify the index weight and deduce the quality evaluation method for China postal savings banks. Lastly, this paper makes comparison between the outcomes of the model and the real operations of banks. The outcome of the models shows the consistent results with real situation for three banks, which indicates that the model used to predict the bank service quality is correct, reliable and can be used for decision support.

Key words: AHP, service quality evaluation model, index evaluation system, decision matrix