Original scientific paper

https://doi.org/10.17559/TV-20150416093602

Agent-based simulation of measuring the quality of services

Biserka Runje orcid.org/0000-0002-7786-0864 ; Sveučilište u Zagrebu, Fakultet strojarstva i brodogradnje, Ivana Lučića 1, 10000 Zagreb, Croatia
Elizabeta Krstić Vukelja orcid.org/0000-0002-6838-8537 ; Stomatološka poliklinika Zagreb, Ul. Ivana Perkovca 3, 10000 Zagreb, Croatia
Josip Stepanić orcid.org/0000-0003-0674-9883 ; Sveučilište u Zagrebu, Fakultet strojarstva i brodogradnje, Ivana Lučića 1, 10000 Zagreb, Croatia

Abstract

Quality level, achieved by a service-providing company, has complex dynamics. It is demanding to optimise the company’s performances in a realistic, non-characterised environment. This article contributes to stated optimisation by formulating the agent-based model for performance of a service-providing company. A set of elements and relations representing a structure of such a company is described and explained. In addition, some elements occurring in realistic situations are not included in the model and their absence is explained. Parameters of the model are divided into two groups. First group consists of parameters describing interactions between the company and its environment and second group of the parameters describing internal interactions among the company’s elements. Interactions are represented using time-dependent information entropy. Quality of the company’s performances is related to values of accompanying information entropies. Relatively simple agent-based model makes possible reliable representations of a variety of observed functions of service companies.

Keywords

agent-based model; information entropy; measuring quality; service providing company

Hrčak ID:

149389

URI

https://hrcak.srce.hr/149389

Publication date:

14.12.2015.

Article data in other languages: croatian

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