制造业顾客满意度测评指标体系合理化构建  

Study on indices system of customer satisfaction degree for manufacture industry

作　　者：胡启国[1,2] 张鹏[2] 张甫仁[1] 

机构地区：[1]重庆交通大学机电与汽车工程学院,重庆400074 [2]西南石油大学建筑工程学院,成都610500

出　　处：《机械设计与制造》2009年第9期263-265,共3页Machinery Design & Manufacture

基　　金：国家社科基金项目(06XJY003)

摘　　要：制造业顾客满意度测评指标体系的建立包括指标初选、试调查和统计分析与析取3个过程。即在初选测评指标后,经过试调查,在统计分析与析取过程中应用信度分析和问卷测评指标因子分析方法,检验测评指标对顾客满意度测评的可靠性、对评价结果的影响程度及测评指标体系各指标分类的合理性。以某汽车产品应用实例,给出顾客满意度测评指标体系建立的具体过程和步骤,最后得出的该汽车顾客满意度完整的测评指标体系中包括6个方面、29个测评指标。The establishment of evaluation indices systems of customer satisfaction degree for Manufacturing includes 3 courses： Primary election of indices ,try inquisition,and statistical analysis with extraction. Namely,after choosing primary evaluation indices ,with try inquisition,and in the course of statistical analysis and extraction,applying reliability analysis and questionnaire evaluation indices factor analytical procedure to test the reliability of evaluation indices to the evaluation of customer satisfaction degree, influencing degree to evaluation result, and the rationality of classifying indices systems. With automobile manufacturing as applicable examples ,give the concrete course and procedure of establishing evaluation indices systems ,and eventually to get integrated customer satisfaction degree evaluation indices systems of automobile manufacturing which 6 aspects and 29 indices.

关 键 词：顾客满意度 测评指标 信度分析 因子分析 制造业 

分 类 号：TH165.4[机械工程—机械制造及自动化] N36[自然科学总论]