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Research on Evaluation of Service Quality in BOT Projects

Author: ZhengHaiYang
Tutor: SongJinBo
School: Dalian University of Technology
Course: Project Management
Keywords: BOT Quality of service Fuzzy Comprehensive Evaluation
CLC: F224
Type: Master's thesis
Year: 2011
Downloads: 21
Quote: 0
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Abstract

A very effective way as the participation of private capital in the country's infrastructure and utilities projects, BOT mode since 1984 began worldwide a wide range of applications. China's first BOT project is to be built in 1985, Shenzhen Shajiao B power plant, followed by China has promulgated many file to encourage private capital to actively participate in infrastructure projects, in 20 years time, the BOT model in water treatment, power generation been widely used in the field of plant and public transport infrastructure. With the deepening of the application, the BOT model is also gradually revealed some problems. In order to attract private capital to participate in the construction of infrastructure, reduce the government's fiscal spending, the government tend to focus on the license price of the project, the concession period, the capacity and performance of bidders short-term performance indicators, to the neglect of monitoring the quality of project services. Changchun Huijin sewage treatment plant, Guangdong Panyu waste incineration power plant failure cases reflects the vulnerability of this approach. The Ministry of Construction in 2004 have been put forward to the city water supply, piped gas, and municipal solid waste disposal project concession agreement model text, however, the model text is too brief, neglecting the relevant regulatory provisions of the quality of project services, local governments can not regulatory BOT projects to provide effective guidance. In view of this, the main purpose of this study is the lack of quality of service for BOT projects sound and reliable evaluation, build a reasonable service quality index system based on this issue, at the same time to select an effective way to evaluate its implementation evaluation to solve our BOT monitoring the quality of project services is the problem of the lack of a scientific basis. This study on the basis of the model of the service quality level, through literature research and expert interviews to build a conceptual model of quality of service of the BOT project, thereby establishing service quality index system for BOT projects. Include service process quality index system, the three dimensions of the service quality of the environment and the quality of service results, a total of nine level indicators, 19 secondary indicators. In this study, the multi-level fuzzy comprehensive evaluation method as the main evaluation model, the expert subjective weights and entropy combined to build a fuzzy entropy weight coefficient method to determine the index weight. Finally, the use of the building service quality evaluation model to Shajiao B Shenzhen plant case, detailed evaluation of the implementation of the steps, the overall service quality of the project and the various dimensions of quality of service conditions, and evaluation The results are analyzed.

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