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在柳工、徐工、山推、国机重工等工程机械企业积极合作下,自2001年起持续开展工程机械用户满意度指数测评研究,初步探索和实践了基于预期质量、感知产品质量、感知服务质量和感知产品价值等指标的测量。研究发现通过模型分析获取的用户满意度指数,具有纵向横向可比性,而且满意度指数波动与产品市场份额波动具有相同的变化趋势,立足目前竞争环境下的测量结果,预测企业未来发展态势,探知产品改进方向,为企业经营决策提供有效的参考信息。
Under the active cooperation of construction machinery enterprises such as Liugong, Xugong, Shantui, SINOMACH and other construction machinery enterprises, the research on users’ satisfaction index of construction machinery has been carried out continuously since 2001, and preliminary research and practice have been carried out on the basis of expected quality, perceived product quality, perceived service Quality and perceived product value and other indicators of measurement. It is found that the user satisfaction index obtained by the model analysis has vertical and horizontal comparability. And the fluctuation of satisfaction index and product market share have the same trend of change. Based on the measurement results under the current competitive environment, the future development trend of the enterprise is predicted, Product improvement direction for business decision-making to provide effective reference information.