基于可拓理论的数控机床顾客满意度评价.pdf

文档介绍：第卷增刊吉林大学学报工学版
41 1 ( )
年月
2011 7 Journal of Jilin University(Engineering and Technology Edition) July 2011
基于可拓理论的数控机床顾客满意度评价
申桂香邵娜张英芝何宇王晓峰
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吉林大学机械科学与工程学院长春
( , 130022)
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
(CSI) ,
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。
关键词:机床;可拓理论;顾客满意度;层次分析法
中图分类号文献标志码文章编号
:TG659 :A :1671-5497(2011)-0164-04
Customer satisfaction evaluation for numerically-controlled
machine tools based on extension theory
SHEN Gui-xiang,SHAO Na,ZHANG Ying-zhi,HE Yu,WANG Xiao-feng
(College of Mechanical Science and Engineering,Jilin University,Changchun130022,China)
Abstract:The matter-element model of customer satisfaction evaluation for NC machine tools was
satisfaction index (CSI)was used as the value of the NC machine tools to
evaluate its the dependent function was introduced to calculate correlation degree,and
analytic hierarchy process(AHP)was employed to determine the weight of each the
customer satisfaction levels of NC machine tools can be the steps mentioned in this paper
provide theoretical basis for enterprises to continuously improve customer satisfaction levels and
increase market share petitiveness of products.
Key words:machine tools;ext