| 数控机床用户满意度信息处理 |
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| 引用本文： | 姜巍巍,贾亚洲.数控机床用户满意度信息处理[J].吉林大学学报(工学版),2004,34(1):154-158. |
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| 作者姓名： | 姜巍巍 贾亚洲 |
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| 作者单位： | 吉林大学,机械科学与工程学院,吉林,长春,130025 |
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| 基金项目： | 十五"国家重点科技攻关资助项目(2001ba203b13-02). |
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| 摘 要： | 根据2000版ISO/DIS9000国际标准的要求,以数控机床顾客满意度作为研究重点,结合我国数控机床行业的特点,首次建立了数控机床顾客满意度指数评价指标体系,对顾客满意这种心理状态进行了界定,实现了评价指标的定量转化。利用层次分析法确定了各评定指标的权重,用模糊综合评判方法进行了数控机床用户满意度信息处理,并计算出了某型号数控机床用户满意度指数,找出了差距与不足,从而为改进数控机床的产品质量和服务质量指明了方向。
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| 关 键 词： | 数控机床 用户满意度指数 层次分析法 模糊综合评判 |
| 文章编号： | 1671-5497(2004)01-0154-05 |
| 收稿时间： | 2003-01-27 |
| 修稿时间： | 2003年1月27日 |
Customer satisfaction data analysis of numerically controlled machine tools |
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| JIANG Wei-wei,JIA Ya-zhou.Customer satisfaction data analysis of numerically controlled machine tools[J].Journal of Jilin University:Eng and Technol Ed,2004,34(1):154-158. |
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| Authors: | JIANG Wei-wei JIA Ya-zhou |
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| Abstract: | Based on the requirement of ISO/DIS9000 international standard,the customer satisfaction of numerically controlled (NC) machine tool was studied.Considering the peculiar conditions of domestic manufacturers of NC machine tools,the customer satisfaction evaluating system was set up for the first time to analyze the data quantitatively,quantifying the customer psychological state towards satisfaction.The hierarchy analysis process was applied to determine the weight of each assessment index,fuzzy comprehensive evaluation method was used to process the customer satisfaction index of NC machine tool.For a certain type of machine tool,the deficiency was revealed through the calculation of customer satisfaction index,therefore,charting the course for improving the product and service quality of NC machine tools. |
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| Keywords: | numerically controlled machine tool customer satisfaction index hierarchy analysis process fuzzy comprehensive evaluation |
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