摘要
随着汽车行业日益激烈的市场竞争,为解决汽车研发测试设备维修时,在多个设备维修供应商中进行最优选择的问题,提出了基于QFD模型的维修服务商质量评价方法。该模型结合经典的SERVQUAL量表和访谈形式获得服务需求,并用KJ法进行整理,运用综合模糊数学理论和层次分析法确定权重,构建出维修服务商质量评价方法。最后结合S公司的实际情况进行了案例分析,具有一定的指导意义。
With the increasingly fierce market competition in the automotive industry,a quality evaluation method for maintenance service providers based on the QFD model has been pro⁃posed to solve the problem of optimal selection among multiple equipment maintenance suppliers dur⁃ing the maintenance of automotive research and development testing equipment.This model combines the SERVQUAL scale and interview to obtain requirements,utilizes the fuzzy mathematics theory and Analytic Hierarchy Process to determine weights,and constructs a quality evaluation method for maintenance service providers.A case study is conducted based on the actual situation of S Company at last,which has certain guiding significance.
出处
《上海汽车》
2024年第4期34-37,共4页
Shanghai Auto
