A Kano Model Quality Elements Classification Method Based On Online Reviews

With the rapid development of market economy,the competition among enterprises is increasingly intensified.It is an important issue for enterprises to maintain core competitiveness and comprehensively improve customer satisfaction to effectively identify the potential needs of customers and discover the key factors affecting the quality of products and services.The Kano model describes the nonlinear relationship between customer satisfaction and product and service performance from a two-dimensional perspective.It can effectively transform and classify customer needs and is widely used in quality management,product design,service innovation and other fields.But with the deepening of research and application,the limitations of the traditional Kano model began to show: First of all,the acquisition of the quality elements will be affected by subjective factors and cannot fully reflect the concerns of customers.Secondly,the questionnaire survey method of the Kano model is limited by time and space.The questioning method of the Kano questionnaire is easy to cause confusion for customers,resulting in insufficient accuracy and objectiveness in the transformation of customer evaluation.Finally,the classification criteria of the Kano model are relatively subjective and cannot quantitatively reflect the nonlinear relationship between customer satisfaction and product and service performance.Considering the availability of customer online reviews,as well as the applicability of text analysis methods and neural network models,the thesis proposes a data-driven Kano model for classification of quality elements.Aiming at the limitation of inaccurate acquisition of quality elements,construct a method of acquiring quality elements based on LDA model to explore potential needs in customer online reviews.Aiming at the limitations of the Kano model questionnaire survey method,construct an online comment sentiment analysis method based on the SVM model to effectively transform the structured data of customer sentiment.Aiming at the relatively subjective limitations of the Kano model classification criteria,construct a quality elements classification method based on the neural network model to effectively measure the nonlinear relationship between customer satisfaction and product and service performance,and to achieve quantitative classification of quality elements.Finally,the feasibility and effectiveness of theoretical framework design and application research are verified through empirical research in the field of online medical services.The above research has certain theoretical and practical significance for improving the theoretical system of the Kano model and expanding the field of empirical research.