顾客满意度测评的质量功能展开方法

200499:100026788(2004)09200202081,1,2(1.,450000;2.,450005):(QualityFunctionDeployment,QFD),LQFD,,L,L:;;:N495.16:ACustomerSatisfactionMeasurementModelBasedonQualityFunctionDeploymentLIUYu2min1,ZHANGXiao2li1,XUJi2chao2(1.BusinessSchool,ZhengzhouUniversity,Zhengzhou45000,China;3.ZhengzhouInstituteofAeronautics,Zhengzhou450005,China)Abstract:First,weintroduceQualityFunctionDeployment(QFD)intotheevaluationforcustomersatisfactionindex(CSI).ThenacustomersatisfactionmeasurementmodelbasedontheQFDissetup.Basedonthequalityhouseinthismodel,themeasurementandevaluationsystemofcustomersatisfactionindexisdirectlydescribed.ByuseofmultistageQFDmodel,totalcustomersatisfactioncanbedividedintotheindicatorsthatcustomersjudgeeasilyandCSIcanbeobtained.Finallycaseofcustomersatisfactionmeasurementforautomobileservicebythisnewmethodisgiven.Keywords:customersatisfactionindex;qualityfunctiondeployment,qualityhouse:2003209226:(70072029);(70125004):(1956-),,,,,:;(1979-),,,,:;(1958-),,,,,:,Email:[e-mail]1LLFornell[1-3]LFornell[4]L,Fornell,Johnson,Aderson,ChaBryant(AmericanCustomerSatisfactionIndex,ACSI)[5]L,(CustomerSatisfactionIndex,CSI)L,L,©1995-2005TsinghuaTongfangOpticalDiscCo.,Ltd.Allrightsreserved.,LJohnson,Gustafsson,Andreasson,LervikCha[6],,,(NSCB)LFornell,,Fornell[7-10]L,,L,,,L,,,L,L,L(QualityFunctionDeployment,QFD)[11]LQFD,L,,L,QFD,CSIL,L2Yoji[12]LQFDL,,L[13,14]L,L,LQFD,LL(QualityHouse)(QualityTable)L,1L1L,L(rij),rij,ijL,Lwi(i=1,2,,m),jwj(j=1,2,,n)L,,,rij,(rij)L,L,L129©1995-2005TsinghuaTongfangOpticalDiscCo.,Ltd.Allrightsreserved.3QFD,CSI,LL,L,L1,LQFD,L,,,L,1,,2L,QFDLL2QFD,,,L,QFD,LL2OFD4QFDQFD,2220049©1995-2005TsinghuaTongfangOpticalDiscCo.,Ltd.Allrightsreserved.L,LQFD,L,1,,34L344.1QFD,Lr(1)1j(j=1,2,,n1),,3L,L3w(1)jc(1)j(j=1,2,,n1)CSIL4.24LL,329©1995-2005TsinghuaTongfangOpticalDiscCo.,Ltd.Allrightsreserved.L4,r(2)ij(i=1,2,,n1;j=1,2,,n2)L,(pij)Lw(2)j(j=1,2,,n2)Lc(1)i(i=1,2,,n1)L4.3QFD,LLL0-9r(k)ij(k=1,2),1L(r(k)ij)Lk=1,k-1L10-90135792,4,6,8kk-1kk-1kk-1kk-1kk-1kk-14.4(pij),,L4,,dj(j=1,2,,n2)L4jr(2)i0j(j=1,2,,n2),,r(2)i0j=max1FiFn1{r(2)ij}.ji0L,4,Lili,l1+l2++ln1=n2L,(pij)L:pij=pi0j=dj,ri0j(2)=max0FiFn1{r(2)ij}0,j=1,,n2.(1)4.5,,,L4,w(1)i(i=1,2,,n1),r(2)ij(i=1,2,,n1;j=1,2,,n2)L,w(2)j(j=1,2,,n2)w(1)i,r(2)ijL,wj,wj=6n1i=1r(2)ijw(1)i,j=1,2,,n2.(2),wj,w(2)j,,w(2)j=16lik=1wkwj,i=1,2,,n1;j=1,2,,n2.(3)4220049©1995-2005TsinghuaTongfangOpticalDiscCo.,Ltd.Allrightsreserved.3,,,w(0)1=1,w(1)j=16n1j=1r(1)1jr(1)1j,j=1,2,,n1.(4),L4.6CSI,,LQFD,,wj(2),c(1)i,c(1)i=6n2j=1pijw(2)j,i=1,2,,n1.(5)c(1)i3,,CSILCSI=6n1j=1c(1)jw(1)j.5,L,200336L30,L2000,1620L16,,L,LL1.7,0-9,r(1)1j(j=1,2,,5)L,5L,16r(2)ij(i=1,,5;j=1,2,,16)L0-9,,r(2)11=9L(r(2)ij),6L52L1-1016dj(j=1,,16),(1),(pij)L,,16L,6,d18.9Lj=1,529©1995-2005TsinghuaTongfangOpticalDiscCo.,Ltd.Allrightsreserved.r(2)11=max1FiF5{r(2)11,r(2)41,r51(2)}=max{9,1,3}=9,L,pi1(i=1,2,,5)p11=d1=8.9,pi10L3.w(k)j(k=1,2)L(2)(3)(4)w(1)j(j=1,2,,5)w(2)j(j=1,2,,16)56L,w1:w1=65i=1r(2)ijw(1)i=90.1+10.3+30.26=1.98,j=1,2,,n2.,:,w2=1.55,w3=1.31Lwj(j=1,2,3),w(2)j(j=1,2,3)L,w(2)1=w16l1k=1wk=1.981.98+1.55+1.31=1.984.84=0.41.0.19750.173597313330.17595353130.3113337197350.2635137950.410.320.270.210.300.420.070.610.260.130.520.310.170.310.470.228.748.98.78.47.307.97.56.87.67.707.58.66.86.696.67.55.56.887.36.47.364.,(5)c(1)i(i=1,2,,5)65L,5,7.22L,CSILCSI=7.22-110-1100=69.1.69.1L,L5,6.696.88,63.265.3LL6,,LFornell,:6220049©1995-2005TsinghuaTongfangOpticalDiscCo.,Ltd.Allrightsreserved.1.L,L2.,,L,,L,L,,,(CSI)L:[1]GrigoroudisE,SiskosY.Asurveyofcustomersatisfactionbarometers:Someresultsfromthetransportation-communicationssector[J].EuropeanJournalofOperationalResearch,2003,152:334-353.[2]Eklof,J.A.Europeancustomersatisfactionindexpan2Europeantelecommunicationsectorreportbasedonthepilotstudies1999[R].Stockholm,Sweden:EuropeanOrganizationforQualityandEuropeanFoundationQualityManagement,2000.[3]MihelisG,GrigoroudisE,SiskosY,PolitisY,MalandrakisY.Customersatisfactionmeasurementintheprivatebanksector[J].EuropeanJournalofOperationalResearch,2001,2(130):347-360.[4]FornellC.Anationalcustomersatisfactionbarometer:TheSwedishexperience[J].JournalofMarketing,1992,56:6-21.[5]FornellC,JohnsonMD,AdersonEW,ChoJ,BarbaraEBryant.TheAmericancustomersatisfactionindex:Nature,purposeandfindings[J].JournalofMarketing,1996,60:7-18.[6]JohnsonMD,GustafssonA,AndreassonTW,LervikL,ChaJ.Theevolutionandfutureofnationalcustomersatisfactionindexmodels[J].JournalofEconomicPsychology,2001,22:217-245.[7]SprengRA,MackenzieSB,OlshavskyRW.AReexaminationofthedeterminantsofcustomersatisfaction[J].JournalofMarketing,1996,60:15-32.[8],,.[J].,1999,(1):13-17.WangWeidong,WangChunxiao,CenChengde.Empiricalstudyfortherelationshipsamongcustomersatisfactionandcustomerexpectation,needandperceivedserviceperformance[J].NankaiBusinessReview,1999,2(1):13-17.[9],,.[J].,2002,(3):248-252.ZhangXnan,TianPeng,ZhangLieping.Customersatisfactionmeasurementmodel[J].SystemEngineeringTheoryMethodandApplication,2002,11(3):248-252.[10]GrigoroudisE,SiskosY.CustomerSatisfactionEvaluation:MethodsforMeasuringandIm