论石油机械产品顾客满意度模糊综合评判方法

近年来,随着顾客满意CS(Customer Satisfaction)科学理论在全球范围的推进,有关顾客满意度方面的研究也日益受到关注。采用了模糊综合评判方法对石油机械产品顾客满意度进行了定量评价。首先论述了顾客满意度的模糊性,接着以某石油机械产品为例重点介绍了顾客满意度模糊综合评判方法。其具体步骤如下:确定因素层次,各层次因素集;建立各层次权重集;建立评价集;进行一级模糊综合评价;进行二级模糊综合评价;求出产品总体满意度均值和产品总体满意度指数。从比较的观点看,应用这种方法将有助于石油机械制造企业更好地了解产品或服务在顾客心目中的地位和形象,从而不断地提高顾客满意度和忠诚度,赢得更多的经济效益与社会效益。

DISCUSSION OF FUZZY METHOD OF COMPREHENSIVE ASSESSMENT ON CUSTOMER-SATISFACTION DEGREE FOR PETROLEUM MACHINERY PRODUCTS

In recent years, with the advancement of scientific theory of Customer Satisfaction in the whole globe, researches on the degree of Customer Satisfaction have been increasingly received much attention. This paper adopted a fuzzy method of comprehensive assessment to have a quantitative assessment of Customer-Satisfaction on the petroleum machinery products. In details it discussed the fuzzy feature of degree of Customer-Satisfaction, and then it emphasized to explain fuzzy method of comprehensive assessment on degree of Customer-Satisfaction witha definite example of certain petroleum machinery product. The definite processes are as following: determine factors and hierarchies establish different hierarchy collection; establish the collection of different hierarchy weight; establish assessment collection; have the first class analysis of fuzzily comprehensive assessment; have the second class analysis of fuzzily comprehensive assessment; figure out the average mean of total satisfaction-degree of a product and total satisfaction index of a product. In comparable view, this method will be helpful for petroleum machinery manufacturing enterprises to know clearly the status and image of the products and the services in the consumers hearts so as to continuously refine upon the process of business and improve the degree of Customer Satisfaction & customer loyalty, winning more economic benefits and socialbenefits.