摘要
根据指标权重差异性、顾客贡献差异性及产品可比较性原则,提出了指标—顾客—产品三维层次评价模型。结合灰关联评价方法,提出了三维层次灰关联评价算法。该方法不仅能识别不同顾客对产品的不同要求,还能进行多个产品满意度的比较。实例分析验证了所建模型的合理性,说明该方法是有效的和实用的。
According to the difference of the weight of indexes and customer contribution and the comparability of products, an evaluation model was built based on three-dimensional hiberarchy of indexes--customersproducts. And the evaluation arithmetic was described by grey relational analysis. The requirements of different customers can be distinguishable and customer satisfaction of different products can be contrastive by this method. And through analysis and calculation in the pump manufacture industry, the threedimensional hiberarchy evaluation model of customer satisfaction based on grey relational analysis was demonstrated availably.
出处
《中国机械工程》
EI
CAS
CSCD
北大核心
2009年第12期1445-1449,共5页
China Mechanical Engineering
基金
国家自然科学基金资助项目(50875187)
浙江省自然科学基金资助项目(Y607450)
关键词
产品满意度
评价模型
灰关联
三维层次
product customer satisfaction
evaluation model
grey relational analysis
three- dimensional hiberarchy
