| 基于6σ指标度量的分销渠道顾客满意度评价 |
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| 引用本文： | 路萍,柯冬香.基于6σ指标度量的分销渠道顾客满意度评价[J].计算机工程与设计,2007,28(4):921-925. |
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| 作者姓名： | 路萍 柯冬香 |
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| 作者单位： | 北京工业大学 北京100022 |
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| 摘 要： | 根据AHP的基本原理,对非结构化的分销渠道客户满意度评价问题的进行了理论探讨,并结合某IT企业ERP系统的研发,对评价指标树的动态建立、评价指标权重集的确定、指标原值的提取、西格玛水平z值计算方法的确定,以及综合评价的数据耦合进行了论述.这种尝试将有益于企业管理者对其分销产品、服务过程、用户反馈以及各渠道之间的差异等做出全面的了解.
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| 关 键 词： | 顾客满意度 指标 权重 六西格玛 判断矩阵 σ指标 度量 分销渠道 顾客 满意度评价 channel distribution evaluation customer satisfaction 差异 用户反馈 服务过程 产品 企业管理者 数据耦合 综合评价 计算方法 西格玛水平 提取 原值 |
| 文章编号： | 1000-7024（2007）04-0921-05 |
| 修稿时间： | 2006-01-11 |
Six-sigma index metric-based customer satisfaction evaluation of distribution channel |
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| LU Ping,KE Dong-xiang.Six-sigma index metric-based customer satisfaction evaluation of distribution channel[J].Computer Engineering and Design,2007,28(4):921-925. |
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| Authors: | LU Ping KE Dong-xiang |
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| Affiliation: | Department of Information, Beijing University of Technology, Beijing 100022, China |
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| Abstract: | The customer satisfaction evaluation of non-structural distribution channels based on the fundamentals of AHP is theoretically discussed,and a detailed treatment is made to dynamic establishment of evaluation index tree,determination of evaluation index weight set,extraction of original index value,determination of the method for calculating Sigma,and data coupling of overall evaluation,by combining the research and development of an ERP system of a certain IT enterprise.This attempt is favorable for the manager of an enterprise to have a complete understanding of distribution product,service procedure,customer feedback,and differences among re-spective distribution channels. |
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| Keywords: | customer satisfaction index power six-sigma judgement matrix |
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