| 基于质量功能展开的顾客满意研究 |
| |
| 引用本文： | 邱燕,何斌,李泽莹.基于质量功能展开的顾客满意研究[J].价值工程,2006,25(11):67-70. |
| |
| 作者姓名： | 邱燕 何斌 李泽莹 |
| |
| 作者单位： | 广东工业大学经济管理学院,广州,510520 |
| |
| 摘 要： | 把产品设计的质量功能展开(QFD)方法引入到顾客满意研究中,提出了顾客满意的质量屋模型,该模型从驱动顾客满意的产品质量功能特性角度,围绕质量屋的七大要素,给出了提升顾客满意度的基本方法,最后通过某品牌手机顾客满意评价的实例说明了这种方法的实施过程。
|
| 关 键 词： | 顾客满意 质量功能展开(QFD) 质量屋 |
| 文章编号： | 1006-4311（2006）11-0067-04 |
Study on Customer Satisfaction Based on Quality Function Deployment |
| |
| Qiu Yan,He Bin,Li Zeying.Study on Customer Satisfaction Based on Quality Function Deployment[J].Value Engineering,2006,25(11):67-70. |
| |
| Authors: | Qiu Yan He Bin Li Zeying |
| |
| Institution: | School of Economics and Management, Guangdong University of Technology, Guangzhou 510520, China |
| |
| Abstract: | This paper introduces Quality Function Deployment (QFD) into the study of customer satisfaction. A Quality House model of customer satisfaction is raised. From the view of production or service's quality and function, the author described a method focused on the seven factors of Quality House in order to improve customer satisfaction. Finally an example of mobile-phone is given for this method. |
| |
| Keywords: | customer satisfaction quality function deployment(QFD) quality house |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
|
