Abstract
Abstract Quality Function Deployment, 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 analyze customer satisfaction. In the process, Entropy Weight is used to determine the objective weight of each indicator, and PROMETHEE II is applied for the final ranking of customer requirements. Afterwards, Grey Relational Analysis is adopted to construct relation matrix. Finally, the House of Quality can be established and we find the key factors and put forward effective measures to improve the service quality.
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