Research On Customer Perception Driven Service Design Based On Kansei Engineering And Kano Model

Today,services have become the most important part of the world economy.With the increasingly fierce competition in the service industry,customers' expectations and demands are also increasing.Customer preferences have transformed from functional requirements to emotional needs.However,the serious service homogenization phenomenon and the lack of service quality make it difficult for many service companies to retain customers.Therefore,enterprises need to change their perspectives,and design and improve services based on customer's perceptual needs,so as to change a win-win situation for both enterprises and customers.In the past,service design pays more attention to the inherent service attributes,but ignores the emotional needs that will make customers feel satisfied and even happy.In contrast,perceptual engineering technology can better understand the customer's emotional needs and integrate the customer's interests and feelings into the design before the product is manufactured.Although all service attributes are important,due to limited resources and different levels of relative impact on customer sentiment,service attribute priority strategies need to be determined.Therefore,it is important to incorporate the Kano model into service design or development based on perceptual engineering.Therefore,in order to design customer-perceived-oriented services,this paper proposes a service design framework based on perceptual engineering and Kano model.First of all,by searching,reading and sorting out relevant literatures at home and abroad,this paper summarizes the study status at home and abroad,and summarizes the existing research results and deficiencies.Based on the theoretical basis of service design method research,it further clarifies the importance of considering human factors engineering in service design,and provides theoretical basis for the subsequent construction and method research of service design theory framework based on perceptual engineering and Kano model.Then,aiming at providing a complete framework and modeling optimization for service design,this paper proposes a service design framework based on perceptual engineering and Kano model based on customer perceptual perception to accurately grasp the customer's perceptual needs.Transform into service attribute design and let customers generate willingness to optimize existing services or develop high quality services.For the service design framework process,this paper elaborates on the construction and evaluation methods of customer's perceptual space and attribute space.The Kano model was introduced to determine service attribute improvement priorities.In the modeling and analysis stage,this paper uses partial least squares algorithm and decision tree mining technology to construct two models to explore the relationship between the perceptual space of the service and the attribute space and the influence of the perceptual space and attribute space of the service on the customer's intention.Finally,the application case of the service design method is given.Through the application case design of domestic aircraft service design,the validity and feasibility of the service design framework based on perceptual engineering method proposed in this paper are verified to help service providers improve or maintain the specific sensibility of customers with limited resources.Satisfaction and the service attributes of their willingness to use to better adapt to the fiercely competitive market.In summary,this paper proposes a service design framework method based on perceptual engineering and Kano model based on customer perceptual perception.The validity and feasibility of the framework proposed in this paper is verified by case studies to help service providers with limited resources.The service design framework method proposed in this paper provides new ideas for service design and development of high-quality services,and expands the application fields of perceptual engineering methods,which lays a foundation for related research.