摘要

標準的Choquet integral 一般的輸入、輸出值皆是實數。當欲評估的事實與模糊評估值皆涉及口語化術語，在準則間資訊混合考量下，本論文提出一個以模糊數值為基礎的Choquet integral整合口語化的資訊。這個以模糊數值為基礎的Choquet integral是正常的Choquet integral一般化擴充，可處理區間數值或模糊數值型態的評估事實與模糊評估值。本論文藉著探討Choquet integral與模糊數值為基礎的Choquet integral 相關性質，將標準的Choquet integral 延伸至以模糊數值為基礎的Choquet integral，其運算方式可經由本論文推演而得。
結合口語術語與心理學相容性，並考量準則間的混合資訊，模糊數值與模糊數值為基礎的Choquet integral被引進評估服務品質在SERVQUAL三行模式條件下。
最後，本論文以一個數值的例子示範說明這個以模糊數值為基礎的Choquet integral，及其二階段整合程序如何在服務品質三行模式條件下，對電子商店的服務績效進行評比。

Considering measurable evidence and fuzzy measures that involve linguistic terms, this thesis proposes a fuzzy-number based Choquet integral to aggregate linguistic information when information fusion between criteria is considered. The proposed fuzzy-number based Choquet integral is a generalization of a standard Choquet integral that can cope with interval-number or fuzzy-number types of measurable evidence and fuzzy measures. Furthermore, by investigating the related characteristics of the Choquet integral and the fuzzy-number based Choquet integral, the operation process of the fuzzy-number based Choquet integral is clarified in this thesis.
Combining linguistic terms and the compatibility of psychology, fuzzy numbers and the fuzzy-number based Choquet integral, when information fusion between criteria is considered, are introduced into evaluating service quality and aggregating information in three-column format of SERVQUAL.
Finally, a numerical example, regarding the comparison of overall service performance between e-stores, is demonstrated to illustrate how the fuzzy-number based Choquet integral and its two-stage aggregation process operate in three-column format of SERVQUAL for evaluating service quality.

Contents
Page
Abstract (Chinese) i
List of Tables ii
List of Figures iv
Abstract 1
CHAPTER 1 INTRODUCTION 2
1.1 Motivation 6
1.2 Purposes 10
1.3 The research process and framework of this thesis 11
1.4 Research limitations 13
CHAPTER 2 LITERATURE REVIEW 15
2.1 Service quality 15
2.2 Fuzzy arithmetic and mean values of fuzzy numbers 24
2.2.1 Fuzzy arithmetic 24
2.2.2 The distance and mean values of fuzzy numbers 29
2.3 Fuzzy measures and the Choquet integral 35
2.4 Interval number fuzzy measures 39
2.5 Ordered weighted average 40
2.6 The relationship between related literature and the framework of
this thesis 42
CHAPTER 3 METHODOLOGY 44
3.1 The related properties of the Choquet integral 47
3.2 The related properties of the fuzzy-number based Choquet integral 54
3.3 Aggregating service performance by a fuzzy-number based
Choquet integral 58
3.4 The defuzzification process of overall service performance 61
3.5 The summary procedure of evaluating overall service performance 63
CHAPTER 4 A NUMERICAL EXAMPLE 66
4.1 Criteria of evaluation 66
4.2 The process of evaluation 71
4.3 The comparison of methods 93
CHAPTER 5 CONCLUSIONS AND SUGGESTIONS 99
REFERENCES 103
APPENDIX 1 The computation process of a Choquet integral 110
APPENDIX 2 Questionnaires 111

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