Analysis of Logistics Service Attributes Based on Quantitative Kano Model: A Case Study of Express Delivering Industries in China

Qingliang Meng · Zou Nongji · Jian Tian · Yijia Chen

22 citations0/0 files storedJournal of Service Science and Management

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Quality Function Deployment in Product Design Customer Service Quality and Loyalty Color perception and design

Abstract

Considering the non-linear relationship between product attributes and customer satisfaction, Kano's model is widely used in the area of quality management and product innovation.In order to address the deficiencies of traditional Kano method in qualitative analysis and subjective classification criteria, a quantitative Kano model is set up.By the building of Kano Quantitative satisfaction index and importance index, an objective classification method and the decisionmaking rule to improve service quality are proposed.Then a well-established logistics service attributes analysis model based on quantitative Kano model has come up.The model is illustrated through a case study of express delivering industries in China.

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References

1984Attractive Quality and Must-Be Quality 1998How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment 1993KANO’S METHODS FOR UNDERSTANDING CUSTOMER-DEFINED QUALITY 2008An analytical Kano model for customer need analysis 2001Integrating SERVQUAL and Kano’s model into QFD for service excellence development 2006Virtual product experience and customer participation—A chance for customer-centred, really new products 2000Integrating Kano's model in the planning matrix of quality function deployment 2008Integrating the Kano model into a robust design approach to enhance customer satisfaction with product design

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