دانلود مقاله ISI انگلیسی شماره 2535
عنوان فارسی مقاله

رویکرد تجزیه و تحلیل جدید اهمیت _ عملکرد برای ارزیابی رضایت مشتری با پشتیبانی از طراحی PSS

کد مقاله سال انتشار مقاله انگلیسی ترجمه فارسی تعداد کلمات
2535 2012 11 صفحه PDF سفارش دهید محاسبه نشده
خرید مقاله
پس از پرداخت، فوراً می توانید مقاله را دانلود فرمایید.
عنوان انگلیسی
A new importance–performance analysis approach for customer satisfaction evaluation supporting PSS design
منبع

Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)

Journal : Expert Systems with Applications, Volume 39, Issue 1, January 2012, Pages 1492–1502

کلمات کلیدی
’ - سیستم محصول و خدمات () - تجزیه و تحلیل اهمیت - عملکرد () - مدل کانو - آزمایشگاه ارزیابی و آزمایش تصمیم گیری () - مجموعه مبهم
پیش نمایش مقاله
پیش نمایش مقاله رویکرد تجزیه و تحلیل جدید اهمیت _ عملکرد برای ارزیابی رضایت مشتری با پشتیبانی از طراحی PSS

چکیده انگلیسی

Product-service system (PSS) design focuses on customer value and satisfaction more than traditional product or service design, and pays much attention to making improvement strategies due to the immaturity of engineering design methodology. Customer satisfaction evaluation attracts PSS providers’ attentions in supporting PSS design. Importance–performance analysis (IPA) as an effective customer satisfaction evaluation tool is revised and used to identify PSS improvement strategies in this paper. The new IPA is proposed for three reasons. First, considering the fact that the attribute performance and importance are not independent variables and attribute performance has a nonlinear relationship with the overall satisfaction, Kano’s model is integrated into IPA. Second, to overcome the drawbacks of statistic method and artificial neural network (ANN) in obtaining attribute importance implicitly, e.g. requiring sufficient and confident data, and overlooking the attribute original importance about attribute’s contributing level to customer value realization, a set of adjustment models are proposed to revise the attributes original importance according to the Kano quality categories of attributes and the levels of attributes performance. Third, considering the mutual influence relationships among attributes, the proposed IPA takes these relationships into account by decision making trial and evaluation laboratory (DEMATEL). In addition, to deal with the uncertainty and vagueness in evaluation process, vague sets are employed in the revised IPA. A case study is carried out to demonstrate the effectiveness of the developed customer satisfaction evaluation approach.

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پس از پرداخت، فوراً می توانید مقاله را دانلود فرمایید.