Integration of fuzzy theory into Kano model for classification of service quality elements: A case study in a machinery industry of China
Abstract: The purpose of study
is to meet customer requirements and improve customer satisfaction that aims to
classify customer requirements more effectively. And the classification is
focused on the customer psychology.
Design/methodology/approach: In this study, considering the advantages of
Kano model in taking into account both customer’s consuming psychology and
motivation, and combining with fuzzy theory which is effective to cope with
uncertainty and ambiguity, a Kano model based on fuzzy theory is proposed. In
view of the strong subjectivity of traditional Kano questionnaires, a fuzzy
Kano questionnaire to classify the service quality elements more objectively is
proposed. Furthermore, this study will also develop a mathematical calculation
performance according to the quality classification of fuzzy Kano model. It’s
more objective than traditional Kano model to realize the service quality
elements classification. With this method, the accurate mentality can be fully
reasonable reflected in some unknown circumstances. Finally, an empirical study
in Xuzhou Construction Machinery Group Co., Ltd, the largest manufacturing
industry in China, is showed to testify its feasibility and validity.
Findings: The calculation results indicate that the proposed model has
good performance in classifying customer requirements. With this method, the accurate
mentality can be fully reasonable reflected in unknown circumstances and it is
more objective than traditional Kano model to classify the service quality
elements.
Originality/value: This study provides a method to integrate fuzzy theory
and Kano model, and develops a mathematical calculation performance according
to the quality classification of fuzzy Kano model.
Author: Qingliang Meng, Xuan
Jiang, Lin He, Xinxin Guo
Journal Code: jptindustrigg150100
