顾客满意度测评的质量功能展开方法被引量：45

Customer Satisfaction Measurement Model Based on Quality Function Deployment

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摘要　把质量功能展开(QualityFunctionDeployment,QFD)方法引入到顾客满意度测评研究中,建立了顾客满意度测评的质量功能展开模型.通过多阶段的QFD模型将总体顾客满意度逐步展开为易于顾客判断的指标,进而,实施了顾客满意度指数的测评.利用分阶段的质量屋给出了一种直观、有效顾客满意度测评方法,并通过汽车维修行业的顾客满意度测评实例说明了这种新方法的实施过程. First, we introduce Quality Function Deployment(QFD) into the evaluation for customer satisfaction index (CSI). Then a customer satisfaction measurement model based on the QFD is set up. Based on the quality house in this model, the measurement and evaluation system of customer satisfaction index is directly described. By use of multistage QFD model, total customer satisfaction can be divided into the indicators that customers judge easily and CSI can be obtained. Finally case of customer satisfaction measurement for automobile service by this new method is given.

作者刘玉敏张晓丽徐济超

机构地区郑州大学商学院郑州航空工业管理学院

出处《系统工程理论与实践》 EI CSCD 北大核心 2004年第9期20-27,共8页 Systems Engineering-Theory & Practice

基金国家自然科学基金(70072029) 国家杰出青年基金(70125004)

关键词顾客满意度质量功能展开质量屋 customer satisfaction index quality function deployment, quality house

分类号 N495.16 [自然科学总论]

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