集成模糊Kano模型和余弦相似度的顾客需求满意度测评  

Evaluation of Customer Demand Satisfaction by Integrating Fuzzy Kano Model and Cosine Similarity

作　　者：刘大帅 张杰[2] 徐伟杰[1] 赵宇[1] LIU Da-shuai;ZHANG Jie;XU Wei-Jie;ZHAO Yu(The 36th Research Institute of China Electronics Technology Group Corporation,Zhejiang Jiaxing 100048,China;School of Art,Design and Media,East China University of Science and Technology,Shanghai 200237,China)

机构地区：[1]中国电子科技集团公司第三十六研究所,浙江嘉兴100048 [2]华东理工大学艺术设计与传媒学院,上海200237

出　　处：《包装工程》2022年第14期166-171,共6页Packaging Engineering

基　　金：国家社科艺术基金(20BH154);上海社科专项基金(2019ZJX002)。

摘　　要：目的在企业发展过程中,对顾客需求的满意度测评有助于企业发现问题与不足,以便更好地满足顾客需求。为使顾客需求满意度的评价结果更加科学有效,提出一种集成模糊Kano模型和余弦相似度的顾客需求满意度测评方法。方法通过前期问卷调研和深度访谈获得顾客需求要素作为满意度测评的对象,利用模糊Kano模型分析顾客对需求要素的满意程度值及其属性分类,采用余弦相似度计算各个需求要素的满意程度值与其最优值之间的相似度值,得到顾客需求满意度的权重值,通过顾客需求的属性调整系数对顾客需求满意度权重值进行调整,得到最终的顾客需求满意度测评值。结论将模糊Kano模型与余弦相似度相结合对顾客需求的满意度进行测评研究,以某公司电动汽车充电设备的顾客需求满意度测评为例,并与现有的满意度计算方法进行对比分析,验证了所提方法的可行性和有效性。In the process of enterprise development,the satisfaction evaluation of customer demand is helpful for enterprises to find problems and deficiencies,so as to better meet customer demand.In order to make the evaluation results of customer demand satisfaction more scientific and effective,a evaluation method of customer demand satisfaction evaluation integrating fuzzy Kano model and cosine similarity is proposed.Firstly,the customer demand elements obtained from preliminary questionnaire survey and in-depth interview are taken as the object of satisfaction evaluation;Secondly,the fuzzy Kano model is used to analyze the customer satisfaction value and attribute classification of demand elements;Then,cosine similarity is used to calculate the similarity value between the satisfaction value and optimal value of each demand element,that is,the weight value of customer demand satisfaction is obtained;Finally,the weight value of customer demand satisfaction is adjusted by the attribute adjustment coefficient of customer demand,and the final evaluation value of customer demand satisfaction is obtained.The fuzzy Kano model is combined with cosine similarity to evaluate the customer demand satisfaction.Taking the customer demand satisfaction evaluation of a company's electric vehicle charging equipment as an example,and comparing with the existing satisfaction calculation methods,the feasibility and effectiveness of the proposed method are verified.

关 键 词：顾客需求 满意度测评 模糊Kano模型 余弦相似度 

分 类 号：TB472[一般工业技术—工业设计]