摘要
针对传统Kano模型应用过程中遇到的顾客需求模糊不确定的问题,提出将模糊数学方法引入,设计模糊Kano问卷并对数据进行模糊化处理。另外,利用熵值法进行需求初始权重的确定。结合学者对不同质量属性类别需求重要度调整的经验方法,对改进因子进行修正,利用修正后的改进因子确定最终质量需求重要度,并利用该方法对连锁配送服务质量属性进行了研究。结果表明,模糊Kano模型能够弱化顾客需求的不确定性,较好地解决传统Kano问卷中出现的混合需求属性问题。
Based on the problems occurring in the implementation process of traditional Kano model that customers＇ requirements is fuzzy and uncertain, this paper presented to introduce fuzzy mathematical method in the process, designed fuzzy Kano questionnaire and handled the data fuzzily. In addition, the original weights of customers＇ requirements were determined by entropy method. Based on the experience and methods of attributes adjusting for different quality demands,this paper modified the improved factor and calculated the final importance of quality requirement, and studied the quality requirements of chain distribution service in that way. The results showed that fuzzy Kano model could weaken the uncertainty of customer demand, and also could solve mixed demand attribute problems occurring in traditional Kano questionnaire.
出处
《物流科技》
2016年第10期1-6,19,共7页
Logistics Sci-Tech
基金
中国物流学会课题项目
项目编号:2014CSLKT3-038
