汽车供应链的顾客满意度评价指标体系

The Index System for Evaluating Customer Satisfaction Degree in the Supply Chain of Automobile

在分析了汽车供应链的结构和管理模式的基础上,提出汽车供应链应当根据最终顾客的需求建立综合的顾客满意度评价指标体系,并对体系构建的目的和原则、基本路线、关键指标的设计、指标权重的确定、满意度的评定和满意度调查结果的分析等几个方面,进行了较为详细的探讨。

Based on analyzing the structure and management model of the supply chain of automobile, a comprehensive index system for evaluating customer satisfaction was established in accordance with the demands of final customers in chain. In detail, the purposes and rules of building such a system, forming process, designing key indexes, assigning the weights for indexes, calculating the customer satisfaction, and analyzing the investigation results were discussed.