Intelligent venue operation quality management and evaluation system based on multi-source data

Abstract

The invention relates to the technical field of venue operation management, in particular to an intelligent venue operation quality management evaluation system based on multi-source data. Comprising a venue operation management center, a venue information base, a feedback evaluation magnitude analysis unit, a service evaluation division processing unit, an operation management interference factor unit, an operation quality management analysis unit and a back-end management unit. According to the invention, analysis is carried out from two points of side stadium personnel and service management, analysis is carried out from two perspectives of questionnaire survey and stadium training, and analysis is carried out in combination with a preset potential impact factor Qn, that is, comprehensive data processing and comprehensive quantitative analysis are carried out to obtain an operation quality management coefficient; and the operation quality management coefficient is further compared and analyzed, so that reasonable and targeted management is performed on the target venue according to the information feedback condition to improve the operation quality of the target venue, and meanwhile, through multi-angle analysis, improvement of the operation quality evaluation accuracy and credibility of the target venue is facilitated.

Description

Technical Field

[0001] The present invention relates to the technical field of venue operation management, and in particular to a smart venue operation quality management evaluation system based on multi-source data. Background Art

[0002] In today's era of fierce competition and surging digitalization, venue operations are facing unprecedented challenges and opportunities. Among them, the smart venue management system improves operational efficiency and safety, achieves economies of scale, and helps venues operate intelligently and modernly, providing high-quality service experience through refined business processes, strong control systems, centralized deployment of multiple venues, and data visualization. However, in the existing technology, it is impossible to comprehensively and quantitatively analyze the operation quality of the venue from multiple angles, which is not conducive to the rational and targeted management of the venue, and reduces the efficiency of the operation quality management of the venue. At the same time, the existing technology lacks potential influencing factors for analysis, which leads to large deviations in the analysis results, which is not conducive to the accurate comprehensive and quantitative processing of the operation quality management of the venue, and reduces the credibility of the operation effect evaluation system; In view of the above technical defects, a solution is now proposed. Summary of the invention

[0003] The purpose of the present invention is to provide a smart venue operation quality management evaluation system based on multi-source data to solve the above-mentioned technical defects. The present invention analyzes from two aspects: venue personnel and service management, and analyzes from two angles: questionnaire survey and venue training, as well as combining with preset potential influencing factors Qn for analysis, so as to improve the accuracy of the analysis results, that is, comprehensive data processing and comprehensive quantitative analysis to obtain the operation quality management coefficient, and further compare and analyze the operation quality management coefficient, so as to rationalize and target the target venue according to the information feedback, so as to adjust the target venue operation management plan to improve the target venue operation quality, and at the same time, through multi-angle analysis, it is helpful to improve the accuracy and credibility of the target venue operation quality evaluation.

[0004] The purpose of the present invention can be achieved by the following technical solutions: a smart venue operation quality management and evaluation system based on multi-source data, including a venue operation management center, a venue information database, a feedback evaluation level analysis unit, a service evaluation division processing unit, an operation management interference factor unit, an operation quality management analysis unit and a back-end management unit; The venue operation management center is used to retrieve the side feedback information and training information of the target venue from the venue information database, and send the side feedback information and training information to the feedback evaluation level analysis unit and the service evaluation division processing unit respectively; The feedback evaluation level analysis unit is used to perform feedback evaluation level quantification processing operations on the received side feedback information, perform discriminant analysis on the obtained operation service quality index, and obtain the feedback evaluation level FD; The service evaluation division processing unit is used to perform venue operation service quality evaluation processing and analysis on the received training information, obtain the first-level quality and the second-level quality, and set the first-level quality and the second-level quality as the service evaluation level FW, FW = 1, 2; The operation management interference factor unit is used to retrieve the operation management interference information of the target venue from the venue information database, and at the same time perform a potential impact quantitative calculation and processing operation on the operation management interference information to obtain a preset potential impact factor Qn; The operation quality management analysis unit is used to perform operation quality management floating change processing operations on the feedback evaluation level FD, service evaluation level FW and preset potential influencing factor Qn, and to perform judgment processing on the obtained operation quality increase value to obtain a management alarm signal or a quality qualified signal.

[0005] Preferably, the feedback evaluation level quantification processing operation process is as follows: Collect the operating hours of the target venues and set them as time thresholds to obtain side feedback information of the target venues within the time thresholds. The side feedback information includes the resident staff index and the customer feedback index. The resident personnel index represents the product of the average daily flow of the target venue and the number of venue members after data normalization. The analysis process of the customer feedback index is as follows: the service management information of the target venue within the time threshold is obtained, the service management information includes the total number of complaint events and the complaint frequency, the number of corresponding values ​​in the service management information exceeding the preset threshold is obtained, and the number of corresponding values ​​in the service management information below the preset threshold is set as the customer feedback index.

[0006] Preferably, the resident staff index and the customer feedback index are compared and analyzed with the preset resident staff index threshold and the preset customer feedback index threshold, and the number of resident staff index and customer feedback index that are greater than or equal to the preset resident staff index threshold and the preset customer feedback index threshold is set as the operation service quality index, and the operation service quality index is discriminated and analyzed to obtain first-level service, second-level service and third-level service, and the first-level service, second-level service and third-level service are set as feedback evaluation levels FD, FD=1, 2, 3.

[0007] Preferably, the venue operation service quality evaluation processing and analysis process is as follows: The training information of the target venue within the time threshold is obtained, the training information includes the total number of trainings, the training duration, and the training interval duration, the sum of the number of times the training duration is lower than the preset training duration threshold and the number of times the training interval duration exceeds the preset training interval duration threshold in the total number of trainings in the training information is obtained, and the sum is set as the training evaluation coefficient; The proportion of target venues within the time threshold that obtain scores exceeding 90 points on a 100-point scale through questionnaire survey is obtained, and the proportion of target venues that obtain scores exceeding 90 points on a 100-point scale through questionnaire survey is set as the customer evaluation index.

[0008] Preferably, the training evaluation coefficient and the customer evaluation index are compared and analyzed with the preset training evaluation coefficient threshold and the preset customer evaluation index threshold that are internally entered and stored, and a satisfactory signal or an unqualified signal is obtained; If a satisfactory signal is obtained, the target venue service quality quantization level is determined to be level 2 quality. If an unqualified signal is obtained, the target venue service quality quantization level is determined to be level 1 quality. The level 1 quality and level 2 quality are set as the service measurement level FW, FW=1,2.

[0009] Preferably, the potential impact quantification calculation and processing operation process is as follows: Obtain the transportation and management interference information of the target venue within the time threshold, the transportation and management interference information includes the after-sales obstruction coefficient and the venue management coefficient; compare and analyze the after-sales obstruction coefficient with the preset after-sales obstruction coefficient threshold to obtain "A1" or "A2"; compare and analyze the venue management coefficient with the preset venue management coefficient threshold to obtain "B1" or "B2"; If "A1" and "B1" are generated, it is determined as a high-level service impact; if "A1" and "B2" or "A2" and "B1" are generated, it is determined as a medium-level service impact; if "A2" and "B2" are generated, it is determined as a low-level service impact, and the preset potential impact factors Qn corresponding to the high-level service impact, the medium-level service impact and the low-level service impact are obtained, n = 1, 2, 3.

[0010] Preferably, the duration between the time when the customer applies for after-sales service at the target venue and the time when the processing is completed is obtained, and the average of the duration between the time when the customer applies for after-sales service and the time when the processing is completed is set as the after-sales obstacle coefficient; the venue management information of the target venue within the time threshold is obtained, and the venue management information includes the facility management frequency and the venue cleaning frequency, and the number of corresponding values ​​in the venue management information that exceed the preset threshold is obtained, and it is set as the venue management coefficient.

[0011] Preferably, the operation process of the operational quality management floating change processing is as follows: Obtain the current feedback evaluation level FD, service evaluation level FW and preset potential impact factor Qn of the target venue within the time threshold, and set the value obtained by multiplying the corresponding values ​​of the feedback evaluation level FD, service evaluation level FW and preset potential impact factor Qn as the operation quality management coefficient YX; The current operation quality management coefficient of the target venue within the historical m time thresholds is obtained, where m is a natural number greater than zero. The mean of the current operation quality management coefficient of the target venue within the historical m time thresholds after removing the maximum and minimum values ​​is set as the operation quality management mean YY. The value obtained by subtracting the operation quality management mean YY from the operation quality management coefficient YX is set as the operation quality floating value. The ratio between the operation quality floating value and the operation quality management coefficient YX is set as the operation quality increase value. The operation quality increase value is discriminated and processed to obtain a management alarm signal or a quality qualified signal.

[0012] The beneficial effects of the present invention are as follows: The present invention analyzes from two aspects, namely, venue personnel and service management, as well as from two perspectives, namely, questionnaire survey and venue training, and combines the preset potential influencing factor Qn for analysis, so as to improve the accuracy of the analysis results, that is, comprehensive data processing and comprehensive quantitative analysis are used to obtain the operation quality management coefficient, and the operation quality management coefficient is further compared and analyzed, so as to rationalize and target the management of the target venue according to the information feedback, so as to adjust the operation management plan of the target venue to improve the operation quality of the target venue, and at the same time, through multi-angle analysis, it is helpful to improve the accuracy and credibility of the target venue operation quality evaluation. BRIEF DESCRIPTION OF THE DRAWINGS

[0013] The present invention will be further described below in conjunction with the accompanying drawings; Figure 1 It is a flowchart of the system of the present invention; Figure 2 It is a local reference analysis diagram of the present invention. DETAILED DESCRIPTION

[0014] The following will be combined with the drawings in the embodiments of the present invention to clearly and completely describe the technical solutions in the embodiments of the present invention. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0015] Embodiment 1: See also Figure 1 to Figure 2As shown, the present invention is a smart venue operation quality management and evaluation system based on multi-source data, including a venue operation management center, a venue information database, a feedback evaluation level analysis unit, a service evaluation division processing unit, an operation management interference factor unit, an operation quality management analysis unit and a back-end management unit. The venue information database is connected to the venue operation management center and the operation management interference factor unit in a one-way communication manner. The venue operation management center is connected to the feedback evaluation level analysis unit and the service evaluation division processing unit in a one-way communication manner. The feedback evaluation level analysis unit, the service evaluation division processing unit and the operation management interference factor unit are connected to the operation quality management analysis unit in a one-way communication manner. The operation quality management analysis unit is connected to the back-end management unit in a one-way communication manner. The venue operation management center is used to retrieve the side feedback information and training information of the target venue from the venue information database, and send the side feedback information and training information to the feedback evaluation level analysis unit and the service evaluation division processing unit respectively; The feedback evaluation level analysis unit is used to perform feedback evaluation level quantitative processing operations on the received side feedback information, so as to analyze from the two points of venue personnel and service management, so as to accurately quantify and analyze the feedback evaluation level of the target venue from the side perspective. The specific feedback evaluation level quantitative processing operation process is as follows: Collect the operating hours of the target venues and set them as time thresholds to obtain side feedback information of the target venues within the time thresholds. The side feedback information includes the resident staff index and the customer feedback index. In the embodiment of the present invention, the resident index represents the product value obtained by multiplying the average daily flow of people in the target venue by the number of venue members after data normalization. It should be noted that the operation service quality of the target venue is fed back from the two perspectives of the average daily flow of people and the number of venue members. The larger the value of the resident index is, the higher the operation service quality of the target venue is. In the embodiment of the present invention, the analysis process of the customer feedback index is as follows: obtaining the service management information of the target venue within the time threshold, the service management information including the total number of complaint events, the complaint frequency, etc., obtaining the number of corresponding values ​​in the service management information exceeding the preset threshold, and setting the number of corresponding values ​​in the service management information below the preset threshold as the customer feedback index. It should be noted that the larger the value of the event processing index, the smaller the risk of abnormal service quality of the target venue; The resident staff index and the customer feedback index are compared and analyzed with the preset resident staff index threshold and the preset customer feedback index threshold, and the number of resident staff index and customer feedback index that are greater than or equal to the preset resident staff index threshold and the preset customer feedback index threshold is set as the operation service quality index, and the operation service quality index is discriminated and analyzed: If the operation service quality index = 0, it is judged as first-level service; If the operation service quality index = 1, it is judged as a second-level service; If the operation service quality index = 2, it is determined to be a third-level service, wherein the service quality corresponding to the first-level service, the second-level service and the third-level service increases in sequence, and the first-level service, the second-level service and the third-level service are set as the feedback evaluation level FD, FD = 1, 2, 3, that is, the feedback evaluation level FD = 1, it means the first-level service, the feedback evaluation level FD = 2, it means the second-level service, and the feedback evaluation level FD = 3, it means the third-level service; The service evaluation division processing unit is used to perform venue operation service quality evaluation processing and analysis on the received training information, so as to analyze from the two perspectives of questionnaire survey and venue training, so as to accurately calculate the service evaluation level. The specific venue operation service quality evaluation processing and analysis process is as follows: The training information of the target venue within the time threshold is obtained, and the training information includes the total number of trainings, training duration, training interval duration, etc. The sum of the number of times the training duration is lower than the preset training duration threshold and the number of times the training interval duration exceeds the preset training interval duration threshold in the total number of trainings in the training information is obtained, and the sum is set as the training evaluation coefficient. It should be noted that the training evaluation coefficient is an influencing parameter reflecting the training quality of the target venue. The larger the value of the training evaluation coefficient, the smaller the potential risk of the service quality of the target venue; The percentage of target venues with scores exceeding 90 points on a 100-point scale obtained through questionnaire survey within the time threshold is obtained, and the percentage of the scores exceeding 90 points on a 100-point scale obtained through questionnaire survey is set as the customer evaluation index. It should be noted that the customer evaluation index is an influencing parameter reflecting the operation service quality of the target venue; Compare and analyze the training evaluation coefficient and customer evaluation index with the preset training evaluation coefficient threshold and preset customer evaluation index threshold that are stored internally: If the training evaluation coefficient is greater than the preset training evaluation coefficient threshold, and the customer evaluation index is greater than the preset customer evaluation index threshold, a satisfaction signal is generated; If the training evaluation coefficient is less than or equal to the preset training evaluation coefficient threshold, or the customer evaluation index is less than or equal to the preset customer evaluation index threshold, a failure signal is generated; If a satisfactory signal is obtained, the target venue service quality quantization level is determined to be level 2 quality. If an unqualified signal is obtained, the target venue service quality quantization level is determined to be level 1 quality. The target venue service qualities corresponding to level 1 quality and level 2 quality increase successively. The level 1 quality and level 2 quality are set as service measurement rating FW, FW=1, 2, that is, service measurement rating FW=1, which indicates level 1 quality, and service measurement rating FW=2, which indicates level 2 quality.

[0016] Embodiment 2: The operation management interference factor unit is used to retrieve the operation management interference information of the target venue from the venue information database, and at the same time perform potential impact quantitative calculation and processing operations on the operation management interference information, so as to accurately match the potential interference value of the target venue's operation quality. The specific potential impact quantitative calculation and processing operation process is as follows: Obtaining the transportation and management interference information of the target venue within the time threshold, the transportation and management interference information includes the after-sales obstruction coefficient and the venue management coefficient; Compare and analyze the after-sales obstacle coefficient with the preset after-sales obstacle coefficient threshold. If the after-sales obstacle coefficient is greater than or equal to the preset after-sales obstacle coefficient threshold, it is determined as "A1". If the after-sales obstacle coefficient is less than the preset after-sales obstacle coefficient threshold, it is determined as "A2". Compare and analyze the venue management coefficient with the preset venue management coefficient threshold. If the venue management coefficient is less than or equal to the preset venue management coefficient threshold, it is determined as "B1". If the venue management coefficient is greater than the preset venue management coefficient threshold, it is determined as "B2". If "A1" and "B1" are generated, it is determined to be a high-level service impact; If "A1" and "B2" or "A2" and "B1" are generated, it is determined to be a medium service impact; If "A2" and "B2" are generated, it is determined to be a low-level service impact, wherein the potential impact degrees corresponding to the high-level service impact, the medium-level service impact, and the low-level service impact are successively reduced, and the preset potential impact factors Qn corresponding to the high-level service impact, the medium-level service impact, and the low-level service impact are obtained, n = 1, 2, 3, that is, when n = 1, it indicates a high-level service impact, and the preset potential impact factor Q1 corresponding to the high-level service impact, when n = 2, it indicates a medium-level service impact, and the preset potential impact factor Q2 corresponding to the medium-level service impact, when n = 3, it indicates a low-level service impact, and the preset potential impact factor Q3 corresponding to the low-level service impact; In the embodiments of the present invention, "A1", "A2", "B1" and "B2" are all definition words used to distinguish the comparison results; In the embodiment of the present invention, the time between the time when the customer applies for after-sales service at the target venue and the time when the processing is completed is obtained, and the average time between the time when the customer applies for after-sales service and the time when the processing is completed is set as the after-sales barrier coefficient. It should be noted that the after-sales barrier coefficient is an influencing parameter reflecting the after-sales processing capability of the target venue, that is, from the perspective of the after-sales processing capability, the influence level of the after-sales processing capability on the service quality of the target venue is understood; In the embodiment of the present invention, the venue management information of the target venue within the time threshold is obtained, the venue management information includes the facility management frequency, the venue cleaning frequency, etc., the number of corresponding values ​​in the venue management information exceeding the preset threshold is obtained, and it is set as the venue management coefficient. It should be noted that the larger the value of the venue management coefficient, the smaller the potential interference risk of the venue management on the service quality; The operation quality management analysis unit is used to perform operation quality management floating change processing operations on the feedback evaluation level FD, service evaluation level FW and preset potential influencing factor Qn, so as to rationalize and target the management of the target venue according to the information feedback, so as to adjust the operation management plan of the target venue to improve the operation quality of the target venue. At the same time, through multi-angle analysis, it is helpful to improve the accuracy and credibility of the operation quality evaluation of the target venue. The specific operation quality management floating change processing operation process is as follows: Obtain the current feedback evaluation level FD, service evaluation level FW and preset potential impact factor Qn of the target venue within the time threshold, and set the value obtained by multiplying the corresponding values ​​of the feedback evaluation level FD, service evaluation level FW and preset potential impact factor Qn as the operation quality management coefficient YX; The current operation quality management coefficient of the target venue within the historical m time thresholds is obtained, where m is a natural number greater than zero. The mean of the current operation quality management coefficient of the target venue within the historical m time thresholds after removing the maximum and minimum values ​​is set as the operation quality management mean YY. The value obtained by subtracting the operation quality management mean YY from the operation quality management coefficient YX is set as the operation quality floating value. The ratio between the operation quality floating value and the operation quality management coefficient YX is set as the operation quality increase value, and the operation quality increase value is discriminated: If the operation quality increase value is less than or equal to zero, a management alarm signal is generated; If the operation quality increase value is greater than zero, a quality qualified signal is generated, and a management alarm signal or a quality qualified signal is sent to the back-end management unit. After receiving the management alarm signal or the quality qualified signal, the back-end management unit immediately displays the preset warning operation corresponding to the management alarm signal or the quality qualified signal, so as to conduct rational and targeted management of the target venue according to the information feedback, so as to adjust the operation management plan of the target venue to improve the operation quality of the target venue. At the same time, through multi-angle analysis, it is helpful to improve the accuracy and credibility of the target venue operation quality evaluation; In summary, the present invention analyzes from two aspects, namely, venue personnel and service management, as well as from two perspectives, namely, questionnaire survey and venue training, and combines the preset potential influencing factor Qn for analysis, so as to improve the accuracy of the analysis results, that is, comprehensive data processing and comprehensive quantitative analysis are used to obtain the operation quality management coefficient, and the operation quality management coefficient is further compared and analyzed, so as to rationalize and target the management of the target venue according to the information feedback, so as to adjust the operation management plan of the target venue to improve the operation quality of the target venue, and at the same time, through multi-angle analysis, it is helpful to improve the accuracy and credibility of the target venue operation quality evaluation.

[0017] The threshold is set to facilitate comparison. The size of the threshold depends on the amount of sample data and the number of bases set by technicians in this field for each group of sample data; as long as it does not affect the proportional relationship between the parameter and the quantized value.

[0018] The above description is only a preferred specific implementation manner of the present invention, but the protection scope of the present invention is not limited thereto. Any technician familiar with the technical field can make equivalent replacements or changes according to the technical scheme and inventive concept of the present invention within the technical scope disclosed by the present invention, which should be covered by the protection scope of the present invention.

Claims

1. The smart venue operation quality management and evaluation system based on multi-source data is characterized by: It includes the venue operation management center, venue information database, feedback evaluation level analysis unit, service evaluation division processing unit, operation management interference factor unit, operation quality management analysis unit and back-end management unit; The venue operation management center is used to retrieve the side feedback information and training information of the target venue from the venue information database, and send the side feedback information and training information to the feedback evaluation level analysis unit and the service evaluation division processing unit respectively; The feedback evaluation level analysis unit is used to perform feedback evaluation level quantification processing operations on the received side feedback information, perform discriminant analysis on the obtained operation service quality index, and obtain the feedback evaluation level FD; The service evaluation division processing unit is used to perform venue operation service quality evaluation processing and analysis on the received training information, obtain the first-level quality and the second-level quality, and set the first-level quality and the second-level quality as the service evaluation level FW, FW = 1, 2; The operation management interference factor unit is used to retrieve the operation management interference information of the target venue from the venue information database, and at the same time perform a potential impact quantitative calculation and processing operation on the operation management interference information to obtain a preset potential impact factor Qn; The operation quality management analysis unit is used to perform operation quality management floating change processing operations on the feedback evaluation level FD, service evaluation level FW and preset potential influencing factor Qn, and to perform judgment processing on the obtained operation quality increase value to obtain a management alarm signal or a quality qualified signal.

2. According to claim 1, the smart venue operation quality management and evaluation system based on multi-source data is characterized in that: The feedback evaluation level quantification processing operation process is as follows: Collect the operating hours of the target venues and set them as time thresholds to obtain side feedback information of the target venues within the time thresholds. The side feedback information includes the resident staff index and the customer feedback index. The resident personnel index represents the product of the average daily flow of the target venue and the number of venue members after data normalization. The analysis process of the customer feedback index is as follows: the service management information of the target venue within the time threshold is obtained, the service management information includes the total number of complaint events and the complaint frequency, the number of corresponding values ​​in the service management information exceeding the preset threshold is obtained, and the number of corresponding values ​​in the service management information below the preset threshold is set as the customer feedback index.

3. According to claim 2, the smart venue operation quality management and evaluation system based on multi-source data is characterized in that: The resident staff index and the customer feedback index are compared and analyzed with the preset resident staff index threshold and the preset customer feedback index threshold, and the number of resident staff index and customer feedback index that are greater than or equal to the preset resident staff index threshold and the preset customer feedback index threshold is set as the operation service quality index. The operation service quality index is discriminated and analyzed to obtain the feedback evaluation level FD, FD = 1, 2, 3.

4. According to claim 1, the smart venue operation quality management and evaluation system based on multi-source data is characterized in that: The venue operation service quality evaluation and analysis process is as follows: The training information of the target venue within the time threshold is obtained, the training information includes the total number of trainings, the training duration, and the training interval duration, the sum of the number of times the training duration is lower than the preset training duration threshold and the number of times the training interval duration exceeds the preset training interval duration threshold in the total number of trainings in the training information is obtained, and the sum is set as the training evaluation coefficient; The proportion of target venues within the time threshold that obtain scores exceeding 90 points on a 100-point scale through questionnaire survey is obtained, and the proportion of target venues that obtain scores exceeding 90 points on a 100-point scale through questionnaire survey is set as the customer evaluation index.

5. According to claim 3, the smart venue operation quality management and evaluation system based on multi-source data is characterized in that: Compare and analyze the training evaluation coefficient and the customer evaluation index with the preset training evaluation coefficient threshold and the preset customer evaluation index threshold that are stored internally, and obtain a satisfactory signal or an unqualified signal; If a satisfactory signal is obtained, the target venue service quality quantization level is determined to be level 2 quality. If an unqualified signal is obtained, the target venue service quality quantization level is determined to be level 1 quality. The level 1 quality and level 2 quality are set as the service measurement level FW, FW=1,2.

6. According to claim 1, the smart venue operation quality management and evaluation system based on multi-source data is characterized in that: The potential impact quantification calculation and processing operation process is as follows: Obtaining the transportation and management interference information of the target venue within the time threshold, the transportation and management interference information includes the after-sales obstruction coefficient and the venue management coefficient; comparing and analyzing the after-sales obstruction coefficient with the preset after-sales obstruction coefficient threshold to obtain A1 or A2; comparing and analyzing the venue management coefficient with the preset venue management coefficient threshold to obtain B1 or B2; If A1 and B1 are generated, it is determined to be a high-level service impact; if A1 and B2 or A2 and B1 are generated, it is determined to be a medium-level service impact; if A2 and B2 are generated, it is determined to be a low-level service impact, and the preset potential impact factors Qn corresponding to the high-level service impact, medium-level service impact and low-level service impact are obtained, n=1, 2, 3.

7. The smart venue operation quality management and evaluation system based on multi-source data according to claim 6 is characterized in that: The duration between the time when the customer applies for after-sales service at the target venue and the time when the processing is completed is obtained, and the average of the duration between the time when the customer applies for after-sales service and the time when the processing is completed is set as the after-sales obstacle coefficient; the venue management information of the target venue within the time threshold is obtained, and the venue management information includes the facility management frequency and the venue cleaning frequency, and the number of corresponding values ​​in the venue management information that exceed the preset threshold is obtained, and it is set as the venue management coefficient.

8. The smart venue operation quality management and evaluation system based on multi-source data according to claim 1 is characterized in that: The operation process of the operational quality management floating change processing is as follows: Obtain the current feedback evaluation level FD, service evaluation level FW and preset potential impact factor Qn of the target venue within the time threshold, and set the value obtained by multiplying the corresponding values ​​of the feedback evaluation level FD, service evaluation level FW and preset potential impact factor Qn as the operation quality management coefficient YX; The current operation quality management coefficient of the target venue within the historical m time thresholds is obtained, where m is a natural number greater than zero. The mean of the current operation quality management coefficient of the target venue within the historical m time thresholds after removing the maximum and minimum values ​​is set as the operation quality management mean YY. The value obtained by subtracting the operation quality management mean YY from the operation quality management coefficient YX is set as the operation quality floating value. The ratio between the operation quality floating value and the operation quality management coefficient YX is set as the operation quality increase value. The operation quality increase value is discriminated and processed to obtain a management alarm signal or a quality qualified signal.

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