文章基本信息

标题：Research on Customer Satisfaction Based on Quality Function Deployment
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作者：Chunfang Guo ; Zhongliang Guan ; Nannan Li 等
期刊名称：International Journal of Hybrid Information Technology
印刷版ISSN：1738-9968
出版年度：2015
卷号：8
期号：3
页码：355-366
DOI：10.14257/ijhit.2015.8.3.32
出版社：SERSC
摘要：Quality Function Deployment, namely QFD, is a methodology to systematically convert the customers' requirements into technical requirements with the House of Quality. Customer requirement is the difference between expected satisfaction and actual satisfaction. This paper uses QFD to analyse customer satisfaction. During the process, an integrated method of PROMETHEE II and Entropy Weight is applied for the ranking of customer requirements. Afterwards, Grey Relational Analysis is adopted to construct relation matrix. Finally, the House of Quality is established to find the key factors and put forward effective measures to improve service quality
关键词：QFD; house of quality; PROMETHEE II; grey relational analysis