Study on customer satisfaction of electric vehicle product quality characteristic
Jun Ma, Tianjiao Li, Zaiyan Gong · 2017
In recent years, driven by national policies, new energy automotive market in China was growing explosively, in which battery electric vehicles becomes the main force because of their low emission and high energy efficiency.Customer satisfaction research of product quality characteristic research for electric vehicle is different from the traditional vehicle.This paper analyzes the structure of battery electric vehicles, chooses AHP to construct the index system of battery electric vehicle product quality characteristics according to their definition and classification, standardize product characteristic positioning process and subsequently promise the reliability of product characterization and verification, which can assist auto companies to improve products directly in the design and production processes, optimize the product life cycle.In the global automotive product satisfaction survey, more mature should be the first to push J.D. POWER, it is a market information services company, headquartered in the United States of California.J.D. POWER is principally engaged in the research, analysis, forecasting and customer satisfaction survey of the market.The company evaluates the quality or satisfaction by obtaining information from customer feedback.Its findings are also in the world with a certain authority.J.D. POWER's evaluation methods include new car quality research (IQS), automotive performance, operation and design research (APEAL) and durability quality assessment (VDS) and other parts.Among them, the new car quality research (IQS) and performance operation and design research (APEAL) are two different angles for car quality satisfaction survey.[3][4] J.D. POWER on the evaluation of automotive product quality is more comprehensive, largely reflects the surveyed models of customer satisfaction, our research has some guiding significance.However, JDPOWER also has some shortcomings, such as: for the quality of the car research JDPOWER only count the number of problems did not involve the weight of the problem; the use of Asia-Pacific Standardized Questionnaire does not meet China's national conditions; less sample; Unreasonable; poorly investigative staff; lack of relevance to the report.[5]