AGENT-BASED SIMULATION OF MEASURING THE QUALITY OF SERVICES
Authored by Biserka Runje, Elizabeta Krstic Vukelja, Josip Stepanic
Date Published: 2015
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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.
Tags
systems
Entropy