Customer Satisfaction Measurement Model Based on Quality Function Deployment
顾客满意度测评的质量功能展开方法

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.