Quality function deployment model for customer satisfaction measurement

被引：0
|
作者：
Liu, YM [1 ]
机构：
[1] Zhengzhou Univ, Sch Business, Zhengzhou, Peoples R China
来源：
MANAGEMENT SCIENCES AND GLOBAL STRATEGIES IN THE 21ST CENTURY, VOLS 1 AND 2 | 2004年
关键词：
customer satisfaction index; quality function deployment; quality house;
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Quality Function Deployment (QFD) is a very useful tool for transforming customer voice into product design in quality engineering. Infact, QFD can decompose and measure evaluation indicators by relation matrix. This paper first introduces QFD into the measurement for customer satisfaction index (CSI). A customer satisfaction measurement model based on the QFD is set up. Based on the quality house in this model, the evaluation indicator system and measurement method for customer satisfaction index is directly described. A case of customer satisfaction measurement for automobile maintenance industry by this new method is given.
引用
收藏
页码：636 / 644
页数：9
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