Service satisfaction evaluation of product-service system for public warehousing in an industrial park

摘要

In the context of service-oriented manufacturing, the product-service system (PSS) for public warehousing has been proposed through integrating public warehouses and the related services such as purchasing, sorting, packaging, storage and distribution for manufacturing enterprises in an industrial park. The fierce market competition environment has promoted that PSS for public warehousing must improve service satisfaction to attract customers’ continuous cooperation. In order to make the service satisfaction results more reasonable and reliable, an evaluation method considering customer preferences is proposed. Firstly, the standard impact loss method is adopted to determine initial weights of evaluation indexes, and then Kano model is used to adjust the above weights on the premise of considering customer preferences. Afterwards, according to whether the evaluation index is profit-oriented or output-cost-oriented, the positive and negative distance based on the average solution is obtained. Finally, an example is given to verify the feasibility and effectiveness of the proposed method. It is expected that the evaluation results can provide a decision-making basis for customers to choose a suitable PSS scheme.