Method of determining the importance of customer demand in product service system design
In order to accurately reflect customer's intrinsic requirements in PSS design,a hierarchical model based on the means-end chain theory is constructed to capture CRs from the perspective of customer expectations,and then the method combining cloud model,fuzzy decision-making trial and evaluation laboratory(DEMATEL)with improved analytical Kano(A-Kano)model is proposed to identify importance priority.The cloud model was used to solve the problem of fuzzy uncertainty of expert evaluation and determine the initial importance of customer demand.Considering the directional influence relationship among CRs,the fuzzy DEMATEL method is introduced to modify the basic importance.Based on the category criterion of CRs,an improved A-Kano model is constructed,and the importance index and satisfaction index based on customer satisfaction are introduced to identify the final importance.The feasibility and validity of the proposed model were verified by taking the design of a CNC machine tool product service system as an example.
product-service systemscustomer requirementscloud modelfuzzy DEMATELA-Kano model
万方数据
维普
