关键词: 顾客需求重要度, 特征选择, 条件概率, 竞争分析, 最大偏差方法

Abstract: To deal with the subjectivity in determining the importance weights of Customer Requirements (CRs) using experts decision and Analytic Hierarchy Process (AHP),according to the product-service requirement attribute and overall satisfaction degree data of different configurations,a new approach based on feature selection technique of conditional probability was proposed to identify the key CRs,determine the basic importance degree of CRs and analyze CRs'Kano attributes to modify importance degree.The current approaches for determining competitive priority ratings of CRs were based on comparison among companies,which was ignored the real CRs'performance of the researched company and had lower accuracy.By combining with maximal deviation approach and CRs'real performance,the competitive priority ratings of CRs were calculated,and were modified based on CRs'Kano attributes.Weighted arithmetic mean approach was used to determine the final importance ratings of CRs by combining the basic importance ratings and modified competitive priority ratings.A case study of CRs'importance weights determination in excavator product-service concept development was presented to illustrate the effectiveness of the proposed approach.

Key words: importance weights of customer requirements, feature selection, conditional probability, competitive analysis, maximal deviation approach