Research On The Method Of Measuring Customer Satisfaction Index Combined With Quality Index

The product quality has close relationship with the transformation of the economy development and increase. It influences the quality of our national economy. Quality indicator is very important to enhancing quality supervisal and increasing quality level. Because of the many disadvantages, the traditional quality indicators couldn't keep up with the new demands of today's quality supervisal. Now, some developed countries adopt Customer Satisfaction Index to evaluate its quality level. Their successful experience supplies references to us.In this paper, the status of the customer satisfaction research is introduced. The methods of measuring customer satisfaction are deeply analysised. Finally, we put forward a new method of measuring customer satisfaction combined with quality index.We use analytic hierarchy process to construct the indexes system of customer satisfaction measurement in the new method. The estimate matrix is used to calculate the weighing coefficient of each index. Immanent quality is a second rank index. It is measured with quality index. The values of other indexes are got by customer surveys. The Customer Satisfaction Index is calculated by adding the index values weighted from down to up.