关键词: 客户满意度, 需求增溢, 质量特征, 满意度函数

Abstract:

To solve the problem of reasonable customer satisfaction assignment when the product quality characteristic value was beyond customer demand expectation, a method was presented aiming at demand-overflowing phenomenon which existing in comprehensive customer satisfaction calculation. First, types of demand quality characteristics and intervals of customer satisfaction were divided. Then, subsection exponential functions were used to build customer satisfaction model for different types of demand characteristics. At last, results of comprehensive customer satisfaction for different products were established by using analytic hierarchy process. Taking customer selection on dump trucks as an example, validity and practicability of this application of customer satisfaction model was illustrated.

Key words: customer satisfaction, demand-overflowing, quality characteristic, satisfactory function