关键词: 产品, 顾客满意度, 模糊综合评判法, 石油机械, 企业管理

Abstract: In recent years, with the advancement of scientific theory of Customer Satisfaction in the whole globe, researches on the degree of Customer Satisfaction have been increasingly received much attention. This paper adopted a fuzzy method of comprehensive assessment to have a quantitative assessment of Customer-Satisfaction on the petroleum machinery products. In details it discussed the fuzzy feature of degree of Customer-Satisfaction, and then it emphasized to explain fuzzy method of comprehensive assessment on degree of Customer-Satisfaction witha definite example of certain petroleum machinery product. The definite processes are as following: determine factors and hierarchies establish different hierarchy collection; establish the collection of different hierarchy weight; establish assessment collection; have the first class analysis of fuzzily comprehensive assessment; have the second class analysis of fuzzily comprehensive assessment; figure out the average mean of total satisfaction-degree of a product and total satisfaction index of a product. In comparable view, this method will be helpful for petroleum machinery manufacturing enterprises to know clearly the status and image of the products and the services in the consumers hearts so as to continuously refine upon the process of business and improve the degree of Customer Satisfaction & customer loyalty, winning more economic benefits and social
benefits.

Key words: products, degree of Customer-Satisfaction, fuzzy comprehensive assessment, petroleum machinery, enterprises management