摘要
论述了顾客需求结构、现代产品和产品顾客满意度等概念,提出了一种通用的产品顾客满意度评价指标体系。本文以摩托车产品为例,论述了在预调查阶段运用信度分析和因子分析,确定正式评价体系和调查问卷的方法;给出了满意度的层次分析计算方法;最后,运用奖惩分析、相关分析和重要性-满意度分析等方法进行了满意度的综合评价分析研究。实例分析结果说明了这种评价指标体系和方法的实用性和有效性。
Based on the discussion about the structure of customer requirement, modern product and customer satisfaction for product, the general evaluation architecture of customer satisfaction for product is proposed. Taking the motorcycle product as an example, the methods of reliability analysis and factor analysis are adopted to create and verify the formal evaluation architecture and questionnaire of customer satisfaction for product in preliminary investigation firstly. And then, the AHP method is introduced to set index weight and to calculate customer satisfaction for product. Finally, in order to synthetically analyze the customer satisfaction for product, the methods of reward-penalty analysis, correlation analysis and essentiality-satisfaction analysis are presented. The practicality and efficiency of the evaluation architecture and methods are demonstrated by the analysis results of the example.
基金
国家自然科学基金资助项目(70272043)
重庆市科技攻关项目(6901-38)。~~
