面向需求增溢的客户满意度模型研究

摘要

提出一种面向需求增溢现象的产品综合客户满意度计算方法，该方法首先对需求质量特征类型和客户满意度区间进行划分；然后采用分段式指数型函数建立不同类型的客户需求特征满意度模型；最后采用层次分析法确定各个需求特征的相关权重，从而得到不同产品对应的客户综合满意度。以工程自卸车产品客户选择为例，对该客户满意度模型应用的有效性和实用性进行了说明。%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 calcula-tion.First,types of demand quality characteristics and intervals of customer satisfaction were divid-ed.Then,subsection exponential functions were used to build customer satisfaction model for differ-ent types of demand characteristics.At last,results of comprehensive customer satisfaction for differ-ent 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.