%0 Journal Article
%T Customer Satisfaction Measurement Model Based on Quality Function Deployment<br>顾客满意度测评的质量功能展开方法
%A LIU Yu-min~
%A <br>刘玉敏
%J 系统工程理论与实践
%D 2004
%I 
%X First, we introduce Quality Function Deployment(QFD) into the evaluation for customer satisfaction index (CSI). Then a customer satisfaction measurement model based on the QFD is set up. Based on the quality house in this model, the measurement and evaluation system of customer satisfaction index is directly described. By use of multistage QFD model, total customer satisfaction can be divided into the indicators that customers judge easily and CSI can be obtained. Finally case of customer satisfaction measurement for automobile service by this new method is given.
%K customer satisfaction index
%K quality function deployment
%K quality house<br>顾客满意度
%K 质量功能展开
%K 质量屋
%U http://www.alljournals.cn/get_abstract_url.aspx?pcid=01BA20E8BA813E1908F3698710BBFEFEE816345F465FEBA5&cid=962324E222C1AC1D&jid=1D057D9E7CAD6BEE9FA97306E08E48D3&aid=2AF194722A31B57F&yid=D0E58B75BFD8E51C&vid=B91E8C6D6FE990DB&iid=9CF7A0430CBB2DFD&sid=A04140E723CB732E&eid=DB817633AA4F79B9&journal_id=1000-6788&journal_name=系统工程理论与实践&referenced_num=12&reference_num=14