摘要
以顾客满意度为研究对象,分析了影响顾客满意度的质量成本构成要素,建立了基于质量成本的顾客满意度优化模型,通过对某客车公司交货天数和刹车零件标准的实证分析研究,证明了所建模型的正确性,为质量成本和顾客满意度的优化分析研究提供了理论依据和有效方法。
With customer satisfaction being research object, this paper analyzes quality cost factors which affects customer satisfaction, and sets up a mathematical model for customer satisfaction based on quality cost. Empirical study proved the accuracy of the model, which has analyzed the delivery days of a coach company and the standard of brake components. These provided theoretical basis and effective methods for optimization analysis of quality cost and customer satisfaction.
出处
《工业工程与管理》
2004年第5期64-67,共4页
Industrial Engineering and Management
基金
浙江省自然科学基金资助项目(702005)
浙江省哲学社会科学规划课题资助项目(NM04GL02)
关键词
顾客满意度
质量成本
数学模型
优化
customer satisfaction
quality cost
mathematical model
optimization
