机械制造企业客户满意度的层次分析

Analytical Hierarchy Process for Customer Satisfaction of Machinery Manufacture Corporation

根据影响客户满意度的主要因素,设定多层次指标体系,将层次分析法(AHP)用于客户满意度的分析评定中。该方法将影响客户满意度的各因素分解成若干层次,在各层次上对这些素进行定量分析。根据分析结果,结合满意度评价等级对机械制造企业的客户满意度进行了评价。

According to the main factors whieh affects Customer Satisfaction, the multi - level target system is established and the analytical hierarchy process method is applied to analysis and assess of Customer Satisfaction. The factors whieh affects Customer Satisfaction are disintegrated into several hiberarehys by AHP, and then quantitative evaluation is made for every factors in every hiberarchys. Customer Satisfaction of Machinery Manufacture Corporation has been estimate Combining evaluation order of satisfaction based on the, analytic results.