Research On Multidimensional Extension Method And Empirical Study Of Kano Model

With the rapid development of social economy,the support of national policies for the development of small and medium-sized enterprises has made various enterprises springing up like bamboo shoots after a spring rain,making the competition between industries and enterprises more and more fiercer,and the forms tend to be diversified.The core of improving the competitiveness of enterprises and occupying a favorable position in the market lies in timely understanding of customer needs and designing and producing products/services on the basis of customer needs.The more products/services satisfy customer needs,the higher customer evaluation and satisfaction will be obtained,and the more loyal customers the enterprises will reap.Therefore,the understanding and analysis of customer needs become the key to maintain competitive advantage.Kano model analyses the non-linear relationship between customer satisfaction and product/service performance from a two-dimensional perspective.It can effectively identify,classify and grasp customer needs.Once Kano model is introduced,it has been widely used in quality management,new product development and customer knowledge mining.However,with the deepening of application,some shortcomings of traditional Kano model have also been exposed.Firstly,Kano model belongs to qualitative analysis method,and the method of determining the classification results of quality elements is too subjective,which greatly limits the decision support function of Kano model.Secondly,Kano model is too qualitative to guide the classification of quality elements.As a result,enterprises can not accurately grasp the relationship between customer satisfaction and product/service performance level,which reduces the guiding role of Kano model.Finally,although some studies show that the quality elements of Kano model are dynamic and have a certain life cycle,they lack empirical methods to verify this theory.Based on the three shortcomings of Kano model,this paper attempts to explore the extension method of Kano model and its practical application from multiple dimensions.Aiming at the subjective defect of Kano model's quality factor classification method,a Kano model based on trapezoidal fuzzy number is designed,which can accurately obtain customer demand information,calculate accurately according to trapezoidal fuzzy number calculation method,and realize the objective classification of quality factor.On the basis of trapezoidal fuzzy number classification,customer satisfaction and customer satisfaction are constructed.S-CR function,the relationship curve of product/service performance,obtains the clear curve trend of quality elements;predicts the classification results of quality elements by time series model,and understands the changes of customer demand in time;finally,verifies the feasibility and effectiveness of the theory and method through the specific application of intelligent medical services.The above research has certain theoretical significance and practical value for perfecting Kano model theory and method and its practical application.