中国机械工程
中國機械工程
중국궤계공정
CHINA MECHANICAl ENGINEERING
2013年
21期
2880-2884
,共5页
柳吉庆%赵韩%许肇云%吴振华
柳吉慶%趙韓%許肇雲%吳振華
류길경%조한%허조운%오진화
客户满意度%需求增溢%质量特征%满意度函数
客戶滿意度%需求增溢%質量特徵%滿意度函數
객호만의도%수구증일%질량특정%만의도함수
customer satisfaction%demand-overflowing%quality characteristic%satisfactory func-tion
提出一种面向需求增溢现象的产品综合客户满意度计算方法，该方法首先对需求质量特征类型和客户满意度区间进行划分；然后采用分段式指数型函数建立不同类型的客户需求特征满意度模型；最后采用层次分析法确定各个需求特征的相关权重，从而得到不同产品对应的客户综合满意度。以工程自卸车产品客户选择为例，对该客户满意度模型应用的有效性和实用性进行了说明。
提齣一種麵嚮需求增溢現象的產品綜閤客戶滿意度計算方法，該方法首先對需求質量特徵類型和客戶滿意度區間進行劃分；然後採用分段式指數型函數建立不同類型的客戶需求特徵滿意度模型；最後採用層次分析法確定各箇需求特徵的相關權重，從而得到不同產品對應的客戶綜閤滿意度。以工程自卸車產品客戶選擇為例，對該客戶滿意度模型應用的有效性和實用性進行瞭說明。
제출일충면향수구증일현상적산품종합객호만의도계산방법，해방법수선대수구질량특정류형화객호만의도구간진행화분；연후채용분단식지수형함수건립불동류형적객호수구특정만의도모형；최후채용층차분석법학정각개수구특정적상관권중，종이득도불동산품대응적객호종합만의도。이공정자사차산품객호선택위례，대해객호만의도모형응용적유효성화실용성진행료설명。
To solve the problem of reasonable customer satisfaction assignment when the product quality characteristic value was beyond customer demand expectation,a method was presented aiming at demand-overflowing phenomenon which existing in comprehensive customer satisfaction calcula-tion.First,types of demand quality characteristics and intervals of customer satisfaction were divid-ed.Then,subsection exponential functions were used to build customer satisfaction model for differ-ent types of demand characteristics.At last,results of comprehensive customer satisfaction for differ-ent products were established by using analytic hierarchy process.Taking customer selection on dump trucks as an example,validity and practicability of this application of customer satisfaction model was illustrated.
