Client Satisfaction Research On CNC Lathe Product

With the dramatic development of e—commerce, the competition of the global is becoming more and more extensive, and the competition rules between enterprises have changed deeply. Many enterprises adopt CRM and customer satisfaction to improve core competitive ability. The customer satisfaction theory is becoming the hot spot of enterprise management.Academic world have done a lot of research on CSI for a long time, but most of them pay more attention on the architecture and the method of CSI evaluation. As so far, the model of the CSI evaluation mainly is the ACSI, which adopt the PLS recursive structure equation. Some researchers have brought forward the fuzzy comprehensive evaluation method. When there is too many evaluation targets and ingredients, the above methods will lead to information loss and sharply accuracy decrease.In this paper, system theory and fuzzy mathematics are quoted to evaluate the customer satisfaction. A new CNC lathe customer satisfaction evaluation index system model is proposed which takes product performance, reliability, price, service and easiness as main factors based on the model of ACSI. In the process of appraisal, determination of the weights of indexes is a crucial and essential step. Due to the vagueness and uncertainty existing in the importance attributed to the judgment of each index, the crisp pair-wise comparison in the conventional AHP seems to be insufficient and imprecise to capture the degree of importance of each index, so fuzzy scales(equally, moderately, strongly, very strongly, extremely) is introduced in the pair-wise comparison of AHP, and the interval of confidence levelαand index of optimismμare proposed to determine the weights of indexes. In the process of illustration research, a fuzzy comprehensive evaluation mold is established to figure out the customer satisfaction of each index, and quadrant chart is used to analysis the result of evaluation, this method can discover the power weight but low satisfaction index which urgently needs the improvement, finally, the improvement strategy is proposed based on the knowledge of industrial engineering, providing the basis for the development of the enterprise.