A customer requirements rating method based on fuzzy Kano model

Abstract

Aiming at the problems of lacking classification ability in customer requirements rating computation, a customer requirements classification and importance rating method based on fuzzy Kano model was proposed. In the requirements classification stage, the customer survey data were counted and analyzed with the fuzzy Kano model, to divide the requirements into three types such as attractive, must-be and one-dimensional, which improving the classification ability for uncertain demand information. In the following importance rating stage, the adjustment functions for importance degree were introduced, during which different adjustment functions were used to calculate the weights of needs on the basis of products' basic information. The requirements category could be combined with the related importance calculation to guide enterprises getting the maximum customer satisfaction with the minimum cost input. The effectiveness of the proposed method was illustrated by the customer satisfaction evaluation of an enterprise's combine harvesters. © 2012 Springer-Verlag.