| 基于可拓理论的数控机床顾客满意度评价 |
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| 引用本文： | 申桂香,邵娜,张英芝,何宇,王晓峰.基于可拓理论的数控机床顾客满意度评价[J].吉林大学学报(工学版),2011(Z1):164-167. |
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| 作者姓名： | 申桂香 邵娜 张英芝 何宇 王晓峰 |
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| 作者单位： | 吉林大学机械科学与工程学院; |
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| 基金项目： | 国家自然科学基金项目(50875110); “高档数控机床与基础制造装备”科技重大专项(2010ZX04014-011) |
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| 摘 要： | 应用可拓学中的物元理论和可拓集合理论,建立数控机床顾客满意度评价物元模型,将顾客满意度指数(CSI)作为待评物元关于评价指标的量值,引入可拓集合论中的关联函数计算关联度,并结合层次分析法确定各评价指标权重,从而确定待评机床的顾客满意度水平。本文的研究为企业不断提升顾客满意水平,提高产品市场占有率、竞争力提供理论依据。
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| 关 键 词： | 机床 可拓理论 顾客满意度 层次分析法 |
Customer satisfaction evaluation for numerically-controlled machine tools based on extension theory |
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| SHEN Gui-xiang,SHAO Na,ZHANG Ying-zhi,HE Yu,WANG Xiao-feng.Customer satisfaction evaluation for numerically-controlled machine tools based on extension theory[J].Journal of Jilin University:Eng and Technol Ed,2011(Z1):164-167. |
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| Authors: | SHEN Gui-xiang SHAO Na ZHANG Ying-zhi HE Yu WANG Xiao-feng |
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| Affiliation: | SHEN Gui-xiang,SHAO Na,ZHANG Ying-zhi,HE Yu,WANG Xiao-feng(College of Mechanical Science and Engineering,Jilin University,Changchun 130022,China) |
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| Abstract: | The matter-element model of customer satisfaction evaluation for NC machine tools was established.Customer satisfaction index(CSI) was used as the value of the NC machine tools to evaluate its index.Then the dependent function was introduced to calculate correlation degree,and analytic hierarchy process(AHP) was employed to determine the weight of each index.Finally the customer satisfaction levels of NC machine tools can be obtained.All the steps mentioned in this paper provide theoretical basis for enterp... |
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| Keywords: | machine tools extension theory customer satisfaction analytic hierarchy process |
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