| 基于质量功能展开的顾客满意度研究 |
| |
| 引用本文： | 孙洪. 基于质量功能展开的顾客满意度研究[J]. 价值工程, 2009, 28(1): 95-98. DOI: 10.3969/j.issn.1006-4311.2009.01.034 |
| |
| 作者姓名： | 孙洪 |
| |
| 作者单位： | 华中科技大学管理学院,武汉,430074;河南新飞电器有限公司,新乡,0453002 |
| |
| 摘 要： | 质量功能展开是基于顾客要求的结构化产品开发方法。把质量功能展开（Quality Function Deployment,QFD）方法引入顾客满意度研究中,建立了顾客满意度测评的质量屋模型。通过多阶段的QFD模型将总体顾客满意度逐步展开为易于顾客判断的指标,进而实施了顾客满意度指数的测评;并通过某家电企业的顾客满意度测评实例,说明了这种方法实施过程。
|
| 关 键 词： | 顾客满意度 质量功能展开(QFD) 质量屋 |
To Study on Customer Satisfaction Measurement Model Based on QFD |
| |
| Sun Hong. To Study on Customer Satisfaction Measurement Model Based on QFD[J]. Value Engineering, 2009, 28(1): 95-98. DOI: 10.3969/j.issn.1006-4311.2009.01.034 |
| |
| Authors: | Sun Hong |
| |
| Affiliation: | School of Management;Huazhong University of Science and Technology;Wuhan 430074;China;Henan Xinfei Electric Appliances Co.Ltd.;Xinxiang 453002;China |
| |
| Abstract: | Quality function deployment （QFD） is structural design and development method based on customers＇ need, we introduce Quality Function Deployment （QFD） into the evaluation for customer satisfaction index （CSI） and set up a customer satisfaction measurement model .Based on the quality house in this model, the measurement and evaluation system oF customer satisfaction index is directly described. By use of multistage QFD model, total customer satisfaction can he divided into the indicators that customers judge easily and CSI can he obtained. The case of customer satisfaction measurement for an electric appliances corporation by this new method is given. |
| |
| Keywords: | customer satisfaction index quality function deployment（QFD） quality house |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
