关键词: 顾客需求重要度, 犹豫模糊决策实验与评估实验法, 改进A-Kano模型, 相互影响关系, 顾客满意度

Abstract: Traditional Customer Requirements (CRs) importance degrees calculation methods usually take less consideration on interaction among CRs and customer satisfaction.Aiming at this problem,the hesitant fuzzy Decision Making Trial And Evaluation Laboratorty (DEMATEL) was used to analyze the influence relationship among CRs and compute the CRs objective importance degrees.An improved A-Kano model was proposed to obtain CRs Kano importance degrees which indicated the customer satisfaction.In the improved A-Kano model,the importance index was inversely proportional to the customer satisfaction and was proportional to the dissatisfaction.The satisfaction index considered the non-linear relationship among the performance levels of different type of CRs.With consideration of the real CRs' performance levels,the maximal deviation approach was applied to calculate the CRs competitive importance degrees.The final CRs importance degrees were acquired based on CRs objective importance degrees,CRs Kano importance degrees and CRs competitive importance degrees.A case study of computing CRs final importance degrees of a SUV was given to illustrate the feasibility and effectiveness of the proposed approach.

Key words: customer requirements importance degrees, hesitant fuzzy decision making trial and evaluation laboratorty, improved A-Kano model, interactional relationship, customer satisfaction