Analysis of Logistics Service Attributes Based on Quantitative Kano Model: A Case Study of Express Delivering Industries in China

摘要

Considering the non-linear relationship between product attributes and customer satisfaction, Kano’s model is widely used in the area of quality management and product innovation. In order to address the deficiencies of traditional Kano method in qualitative analysis and subjective classification criteria, a quantitative Kano model is set up. By the building of Kano Quantitative satisfaction index and importance index, an objective classification method and the decision- making rule to improve service quality are proposed. Then a well-established logistics service attributes analysis model based on quantitative Kano model has come up. The model is illustrated through a case study of express delivering in- dustries in China.