Integrated quantitative analysis of customer satisfaction based on Kanos model
The satisfaction of customer requirements (CRs) is the objective of product configuration. A methodology Based on the Kanos model was proposed to explore customers stated needs and unstated desires and to resolve them into different categories which have different impacts on customer satisfactions (CSs). The customer satisfactions are classified into group satisfaction and individual satisfaction, and each of them has three types with Kano theory. Group requirements items were selected frequently by the same kind of customers. Individual requirements were specified by the customer himself. Based on a combination of group satisfactions and individual satisfactions, the integrated satisfaction was determined. A case study is provided to illustrate the effectiveness of the presented method.
Customer satisfaction Quantitative analysis Kanos model Product configuration
Zhijun Fan Zhaoliang Jiang
School of Mechanical Engineering Shandong University, Jinan 250061, China
国际会议
黄山
英文
358-361
2012-07-10（万方平台首次上网日期，不代表论文的发表时间）