| 基于QFD的汽车技术服务企业服务质量体系研究 |
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| 引用本文： | 李素华.基于QFD的汽车技术服务企业服务质量体系研究[J].价值工程,2014,33(33):145-147. |
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| 作者姓名： | 李素华 |
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| 作者单位： | 江汉大学机电与建筑工程学院,武汉,430056 |
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| 基金项目： | 湖北省教育厅科学技术研究项目( |
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| 摘 要： | 本文首先介绍了基于质量功能展开(QFD)的汽车服务质量模型,并根据企业调研的客户需求和客户满意度,得出服务质量特性指标和重要度,将QFD运用到汽车技术服务企业服务质量的提升中。从该模型中找到汽车技术服务企业服务质量的薄弱环节并给出相应的提升服务质量的对策,帮助汽车技术服务企业提高服务质量。
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| 关 键 词： | 汽车服务质量 质量功能展开(QFD) 客户需求 质量屋 |
The Research on Service Quality System of Automotive Technology Service Enterprises Based on QFD Model |
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| LI Su-hua.The Research on Service Quality System of Automotive Technology Service Enterprises Based on QFD Model[J].Value Engineering,2014,33(33):145-147. |
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| Authors: | LI Su-hua |
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| Institution: | LI Su-hua ( School of Electromechanical ＆ Architectural Engineering, Jianghan University, Wuhan 430056, China ) |
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| Abstract: | This article tirst introduced the automotive service quality model based on the Quality Function Deployment （QFD）, and according to the enterprise and customer demand, the service quality indicator and important degree were obtained, and QFD was applied to enhance the automotive service quality. The service quality weaknesses of automotive technology service enterprises for the model was found and the appropriate measures were put forward to improve the service quality, helping automotive technology service enterprises improve service quality. |
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| Keywords: | automotive service quality Quality Function Deployment demand of customer house of quality |
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