| 基于质量功能展开的顾客满意度指数及其应用研究 |
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| 引用本文： | 陈坤良,郭艳红,刘卫东.基于质量功能展开的顾客满意度指数及其应用研究[J].南昌大学学报(工科版),2006,28(4):344-347. |
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| 作者姓名： | 陈坤良 郭艳红 刘卫东 |
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| 作者单位： | 南昌大学,机电工程学院,江西,南昌,330031 |
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| 基金项目： | 江西省科技厅和南昌市科技局资助项目 |
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| 摘 要： | 顾客满意度测评是企业获取顾客信息,及时改进其经营管理薄弱环节,以增进顾客满意进而提高经济效益的有效工具.本文在美国顾客满意度指数模型基础上,考虑顾客信息的模糊性和随机性,应用模糊综合评判法建立了一种基于质量功能展开的顾客满意度测量方法,并以某生产染发产品的企业为例进行满意度的测评实践,测评结果与企业实际情况基本吻合.
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| 关 键 词： | 顾客满意度指数 质量功能展开 模糊综合评判法 |
| 文章编号： | 1006-0456（2006）04-0344-04 |
| 收稿时间： | 2006-04-14 |
| 修稿时间： | 2006年4月14日 |
The Research and Application of Customer Satisfaction Index Based on Quality Function Deployment |
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| CHEN Kun-liang,GUO Yan-hong,LIU Wei-dong.The Research and Application of Customer Satisfaction Index Based on Quality Function Deployment[J].Journal of Nanchang University(Engineering & Technology Edition),2006,28(4):344-347. |
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| Authors: | CHEN Kun-liang GUO Yan-hong LIU Wei-dong |
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| Affiliation: | School of Mechanical and Electrical Engineering , Nanchang University , Nanchang 330031 , China |
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| Abstract: | Customer satisfaction measurement is an effective tool that enterprise gets the information of customer satisfaction about their production,improves vulnerable segment of their running process promptly,enhances customer satisfaction and increases economic benefits.Considering the fuzziness and randomness of the customer information,this paper gives a customer satisfaction measurement based on the quality function deployment by fuzzy comprehensive evaluation after making reference to American customer satisfaction index model.We measured the customer satisfaction of an enterprise that produces dye hair production by this means later and found the result according with the reality basically after comparing. |
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| Keywords: | customer satisfaction index quality function deployment fuzzy comprehensive evaluation |
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