基于分析型KANO模型的物流服务质量提升决策方法

A Decision Method for Improving Logistics Service Quality Based on Analytical KANO Model

针对Kano模型定性、分类准则主观的局限,提出一种分析型Kano模型的设计方法,通过构建Kano满意度指标和重要度指标,实现质量因素的客观化分类;设计Kano模型决策指标,获取提升服务质量属性的优先权。在分析基于分析型Kano模型的物流服务质量提升决策过程的基础上,从实证视角研究了模型的具体应用问题。

In order to solve the problems of qualitative analysis and subjective classification of Kano model,an analytical Kano model is set up.By the building of Kano quantitative satisfaction index and importance index,an objective classification method and the decision-making rule to improve service quality are proposed.Then a well-established logistics service quality improvement decision process is proposed based on analytical Kano model.The model is illustrated through a case study in express delivering industries to testify its feasibility and validity.