Abstract:

Aiming at the problems of lacking classification capability in customer needs rating calculation,a customer needs classification and importance rating method based on fuzzy Kano model was proposed.The customer survey data were counted and analyzed with the fuzzy Kano model the customer needs were divided into three types such as must-be,one-dimensional and attractive.At the same time,
the adjustment functions of customer needs importance were introduced,the customer needs 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.

Key words: customer satisfaction rate, customer needs classification, fuzzy Kano model, customer needs importance

摘要：

针对传统需求重要度计算缺乏需求分类处理能力的问题，提出一种基于模糊Kano模型的顾客需求分类和重要度计算方法。采用模糊Kano模型对顾客调查数据进行统计和分析，将顾客需求分为基本需求、期望需求和兴奋需求。
同时，引入重要度调整函数，使需求类别与重要度计算相结合，从而指导企业以最小投入获得最大顾客满意度。某企业联合收割机顾客满意度的测评证明了该方法的有效性。

关键词: 顾客满意度, 顾客需求分类, 模糊Kano模型, 顾客需求重要度