基于QFD的虚拟社区成员满意度测评方法  

Method for satisfaction measurement of virtual community members based on QFD

作　　者：何建民[1] 陈畅[1] 

机构地区：[1]合肥工业大学管理学院,安徽合肥230009

出　　处：《合肥工业大学学报（自然科学版）》2009年第5期711-715,共5页Journal of Hefei University of Technology：Natural Science

基　　金：国家自然科学基金重点资助项目(70631003);国家自然科学基金资助项目(70672097)

摘　　要：对虚拟社区成员的满意度测评不同于对企业产品顾客满意度测评,主要原因是测评指标体系和测评方法上的差异,质量功能展开方法是获得用户需求的有效方法;文章引入QFD方法获得评价虚拟社区成员满意度的测评指标体系,建立相应的评价模型,并从用户的角度评价使用虚拟社区的满意度,从而获得一种评价虚拟社区成员满意度的新方法。Evaluation of virtual community members satisfaction is an important means to understand the need of members of the community, improve performance of the community and promote community development. The virtual community members satisfaction measurement is different from the customer satisfaction measurement of enterprise products, due mainly to the differences in the evaluation index system and in survey meth- ods. Quality function deployment（QFD） is an effective way to gain users needs. This paper adopts the QFD method to obtain an evaluation index system of the virtual community members satisfaction. The appropriate evaluation model is established to evaluate virtual community satisfaction from the perspective of users, and a new method for the evaluation of virtual community members satisfaction is obtained.

关 键 词：虚拟社区 质量功能展开 顾客满意度测评 

分 类 号：N32[自然科学总论]