Hesitant Fuzzy Taguchi Method And Its Application In User-perceived Mobile Library Service Quality Evaluation

In the era of big data,mobile library has gradually entered people's life which impacted the service mode of traditional library and changed the reading mode of users and the way to acquire knowledge.With the increase of service volume of mobile library,users have put forward higher demand for the service quality of mobile library and the evaluation of service quality has become an important condition for the sustainable development of mobile library.Taguchi method as a classical method in the field of quality engineering is used to find the best combination of parameters to improve the quality of products or services.With the continuous in-depth study of Taguchi method in service quality,considering the complexity of service quality evaluation process and the uncertainty of human thinking and the evaluation activities gradually change from accurate to fuzzy muti-dimensional situation.Using the hesitant fuzzy set to describe the evaluation information is more consistent with the fuzzy uncertainty in the evaluation process which is helpful for users to evaluate the real state of service quality.At the same time,under the situation that the service quality needs of mobile library perceived by users are gradually changing from decentralized to associated and single to hierarchical,how to develop evaluation methods that are more consistent with the uncertainty of evaluation process and reflect the relevance and hierarchical of service quality perceived by users is the core theme of service quality at present.Therefore,this study develops a hesitant Fuzzy Taguchi method system for user perception of mobile library service quality evaluation.Firstly,this study discusses the research background and significance,analyzes the service quality of mobile library perceived by users and the research status and shortcomings of Taguchi method at home and abroad,and then determines the main research direction of this paper.Secondly,this study carries out the following work for Taguchi method:(1)In view of the association between the service quality criteria of mobile library perceived by users and the hesitation of the criteria in the multi-value situation.Basedon the analysis of the characteristics of service quality evaluation of mobile library perceived by users and inspired by the classic multi-criteria decision-making method TOPSIS,which considers both positive and negative ideal solutions at the same time,developed a method of hesitant Fuzzy Taguchi based on distance.(2)In view of the user preference problem in the evaluation process,under the premise of the improved signal-to-noise ratio of Taguchi,Kano model is considered to be used to modify the fuzzy measure of index preference and then the fuzzy measure of index preference is integrated with the objective fuzzy measure.We proposed a multi-criteria decision method of hesitation Fuzzy Taguchi considering the user preference which makes the whole evaluation process fully consider the user preference and reflect the user preference users perceive the objective information of mobile library service quality evaluation.(3)Aiming at the problem of criterion interactivity in the evaluation process,this study studies the correlation measure of fuzzy set and proposes a correlation measure of aggregation hesitation fuzzy information.On the basis of the IPA analysis method which centers on the idea of average solution,we proposed a hesitant fuzzy IPA Taguchi model based on correlation measure and the comparative analysis of the practicality of this method.Finally,the study applies the system of hesitant fuzzy Taguchi to evaluate the service quality of four mobile libraries in Yunnan Province which shows the effectiveness and practicability of this method.