發(fā)布時(shí)間：2018-01-16 04:03

  本文關(guān)鍵詞：Kano模型拓展方法及應(yīng)用研究　出處：《江蘇科技大學(xué)》2014年碩士論文　論文類型：學(xué)位論文

  更多相關(guān)文章： Kano模型 模糊理論 GM（1 1）模型 快遞服務(wù) 顧客滿意

【摘要】：隨著社會(huì)經(jīng)濟(jì)的快速發(fā)展，企業(yè)與企業(yè)之間的競(jìng)爭(zhēng)日益加劇，有效探測(cè)顧客需求，為顧客提供卓越的顧客價(jià)值成為企業(yè)獲得競(jìng)爭(zhēng)優(yōu)勢(shì)的來(lái)源。因此，從顧客視角分析顧客需求與顧客信息進(jìn)行產(chǎn)品/服務(wù)研發(fā)與創(chuàng)新成為企業(yè)獲取競(jìng)爭(zhēng)力的關(guān)鍵。 Kano模型從顧客視角出發(fā)，根據(jù)產(chǎn)品/服務(wù)績(jī)效與顧客滿意之間的非線性關(guān)系，形成了一套結(jié)構(gòu)性的分析方法，在質(zhì)量管理、新產(chǎn)品開發(fā)、挖掘客戶知識(shí)方面具有很大的優(yōu)勢(shì)并得到廣泛應(yīng)用，但傳統(tǒng)Kano模型本身存在一定的缺陷：首先，本質(zhì)上Kano模型屬于定性分析方法，分類準(zhǔn)則相對(duì)主觀，大大限制了其在產(chǎn)品創(chuàng)新及服務(wù)管理中的決策支持作用；其次，傳統(tǒng)Kano模型不能有效反映顧客復(fù)雜多變的心理情況，導(dǎo)致企業(yè)不能對(duì)產(chǎn)品/服務(wù)質(zhì)量要素進(jìn)行精確分類；此外，雖然傳統(tǒng)Kano模型認(rèn)為質(zhì)量要素會(huì)隨著時(shí)間的推移而發(fā)生改變，具有一定的生命周期，但缺乏實(shí)證方法來(lái)進(jìn)行驗(yàn)證。 基于此，論文嘗試探討Kano模型的拓展方法及其實(shí)際應(yīng)用的研究。針對(duì)傳統(tǒng)Kano模型較為定性、分類準(zhǔn)則相對(duì)主觀、未考慮顧客復(fù)雜多變心理狀況的缺陷，，設(shè)計(jì)一種模糊Kano模型，準(zhǔn)確獲取顧客知識(shí)與需求信息，實(shí)現(xiàn)質(zhì)量要素的客觀化分類；在模糊Kano模型分類結(jié)果的基礎(chǔ)上，結(jié)合GM（1,1）模型能處理貧信息、少數(shù)據(jù)，且具有高預(yù)測(cè)精度的優(yōu)點(diǎn)，構(gòu)建GM（1,1）模型的質(zhì)量要素分類結(jié)果動(dòng)態(tài)預(yù)測(cè)方法；最后，通過(guò)在快遞企業(yè)的具體應(yīng)用，驗(yàn)證理論與方法的可行性和有效性。 上述研究對(duì)完善Kano模型理論與方法及其實(shí)際應(yīng)用具有一定的理論意義和實(shí)踐價(jià)值。
[Abstract]:With the rapid development of social economy, the competition between enterprises is becoming more and more serious. It is a source of competitive advantage for enterprises to effectively detect customer demand and provide customers with outstanding customer value. It is the key for enterprises to obtain competitive power to analyze customer demand and customer information for product / service R & D and innovation from customer perspective. Based on the nonlinear relationship between product / service performance and customer satisfaction, Kano model forms a set of structural analysis methods in quality management and new product development. Mining customer knowledge has great advantages and has been widely used, but the traditional Kano model itself has some defects: first, Kano model is qualitative analysis method in essence. The classification criterion is relatively subjective, which greatly limits its decision support function in product innovation and service management. Secondly, the traditional Kano model can not effectively reflect the complex and changeable psychological situation of customers, leading to the enterprise can not accurately classify the product / service quality elements; In addition, although the traditional Kano model believes that the quality factors will change with the passage of time, there is a certain life cycle, but there is a lack of empirical methods to verify it. Based on this, this paper tries to explore the extension method of Kano model and its practical application. The traditional Kano model is more qualitative, and the classification criteria are relatively subjective. A fuzzy Kano model is designed without considering the complex and changeable psychological situation of customers, which can accurately obtain customer knowledge and demand information, and realize the objective classification of quality factors. On the basis of the classification results of fuzzy Kano model, combining with the GM1 / 1) model, it can deal with poor information, less data, and has the advantage of high prediction accuracy, so the GM(1 can be constructed. 1) the dynamic prediction method of the classification results of the quality factors of the model; Finally, the feasibility and effectiveness of the theory and method are verified by the application in express delivery enterprises. The above research has certain theoretical significance and practical value for perfecting the theory and method of Kano model and its practical application.
【學(xué)位授予單位】：江蘇科技大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2014
【分類號(hào)】：F274;F224

【參考文獻(xiàn)】

相關(guān)期刊論文 前10條

1 羅黨,劉思峰,黨耀國(guó);灰色模型GM(1,1)優(yōu)化[J];中國(guó)工程科學(xué);2003年08期

2 袁桂林;靳俊喜;黃宗阜;;基于Kano模型和AHP法的農(nóng)村信用社服務(wù)質(zhì)量研究[J];黑龍江農(nóng)業(yè)科學(xué);2011年02期

3 袁峰;朱強(qiáng);王太勇;秦東晨;;基于KANO模型的產(chǎn)品需求重要度分析[J];機(jī)床與液壓;2008年05期

4 范秀成;服務(wù)質(zhì)量管理:交互過(guò)程與交互質(zhì)量[J];南開管理評(píng)論;1999年01期

5 劉樂(lè);王洪國(guó);王寶偉;;基于背景值構(gòu)造方法的GM(1,1)模型優(yōu)化[J];統(tǒng)計(jì)與決策;2009年01期

6 李興國(guó);明艷秋;鐘金宏;;基于QFD和Kano模型的供應(yīng)商選擇方法[J];系統(tǒng)管理學(xué)報(bào);2011年05期

7 張大海,江世芳,史開泉;灰色預(yù)測(cè)公式的理論缺陷及改進(jìn)[J];系統(tǒng)工程理論與實(shí)踐;2002年08期

8 孟慶良;鄒農(nóng)基;李曉萍;安玲;蔣秀軍;;基于分析型KANO模型的物流服務(wù)質(zhì)量提升決策方法[J];運(yùn)籌與管理;2012年02期

9 白濤;李中凱;;基于模糊Kano模型的顧客需求重要度計(jì)算方法[J];中國(guó)機(jī)械工程;2012年08期

10 孟慶良;鄒農(nóng)基;陳曉君;倪自銀;;基于KANO模型的客戶隱性知識(shí)的顯性化方法及應(yīng)用[J];管理評(píng)論;2009年12期

本文編號(hào)：1431435