基于模糊KANO模型的质量属性分类方法及其应用

摘要

针对传统Kano问卷不能有效反映顾客复杂的心理情况,企业不能准确地进行产品/服务质量属性分类的情况,提出基于模糊Kano模型的质量属性分类方法.设计模糊Kano问卷,运用模糊综合评价,分析了模糊Kano模型用于质量属性的分类方法及实现过程,并通过在快递业的实证研究验证其可行性和有效性.该研究对于企业考虑到顾客消费动机,精确获取顾客需求,实施有效的服务管理策略具有一定的创新意义.%Due to that the traditional Kano questionnaire cannot effectively reflect the customer's complex mind,a enterprise is unable to accurately classify the quality attributes of product/service.To solve this problem,a quality attribute classification method based on fuzzy Kano model is proposed.The classification method of quality attributes using Kano model and its implementation procedure is analyzed by designing a Fuzzy Kano model and using Fuzzy comprehensive evaluation (FCE).The feasibility and validity are tested by empirical research in the express industry.Innovations are made in mining customers' needs as well as implementing effective service management strategy.