An Optimization Design Method of Express Delivery Service Based on Quantitative Kano Model and Fuzzy QFD Model
Service quality is the soul of express enterprises forever. It is of great practical significance for winning customer satisfaction, improving the market competition, and realizing sustainable performance. Unlike tangible products, express delivery service has the characteristics of intangibility, h...
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| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Wiley
2022-01-01
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| Series: | Discrete Dynamics in Nature and Society |
| Online Access: | http://dx.doi.org/10.1155/2022/5945908 |
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| author | Hongmei Shan Xinmeng Fan Siyu Long Xuejing Yang Shuhan Yang |
| author_facet | Hongmei Shan Xinmeng Fan Siyu Long Xuejing Yang Shuhan Yang |
| author_sort | Hongmei Shan |
| collection | DOAJ |
| description | Service quality is the soul of express enterprises forever. It is of great practical significance for winning customer satisfaction, improving the market competition, and realizing sustainable performance. Unlike tangible products, express delivery service has the characteristics of intangibility, heterogeneity, indivisibility, and instability. While customer demands are complex and changeable and unpredictable, incorporating complex customer requirements into service design has been a growing interest of researchers and practitioners. This paper proposed an optimization design framework based on the quantitative Kano (QKNO) and the fuzzy quality function deployment (FQFD) to effectively achieve the best matching of enterprise service elements under the uncertainty and imprecise judgment information. An empirical study is conducted to verify the feasibility of the proposed approach. The results show that the framework could guide the express company to prioritize the enterprise service elements to maximize customer satisfaction and provide a reasonable budget allocation scheme to set the best resources match. It has theoretical and practical meaning for express enterprises to implement customization service strategy and improve service quality under the limited budget, which could be further extended to other service industries to make optimization decisions. |
| format | Article |
| id | doaj-art-ffe4c896b0e84a2b8bd4fd56581d4e04 |
| institution | Kabale University |
| issn | 1607-887X |
| language | English |
| publishDate | 2022-01-01 |
| publisher | Wiley |
| record_format | Article |
| series | Discrete Dynamics in Nature and Society |
| spelling | doaj-art-ffe4c896b0e84a2b8bd4fd56581d4e042025-02-03T05:53:07ZengWileyDiscrete Dynamics in Nature and Society1607-887X2022-01-01202210.1155/2022/5945908An Optimization Design Method of Express Delivery Service Based on Quantitative Kano Model and Fuzzy QFD ModelHongmei Shan0Xinmeng Fan1Siyu Long2Xuejing Yang3Shuhan Yang4Department of Logistics Management College of Modern PostsDepartment of Logistics Management College of Modern PostsShaanxi Coal Chemical Materials Storage and Transportation Co. LTDDepartment of Logistics Management College of Modern PostsDepartment of Statistics Faculty of ScienceService quality is the soul of express enterprises forever. It is of great practical significance for winning customer satisfaction, improving the market competition, and realizing sustainable performance. Unlike tangible products, express delivery service has the characteristics of intangibility, heterogeneity, indivisibility, and instability. While customer demands are complex and changeable and unpredictable, incorporating complex customer requirements into service design has been a growing interest of researchers and practitioners. This paper proposed an optimization design framework based on the quantitative Kano (QKNO) and the fuzzy quality function deployment (FQFD) to effectively achieve the best matching of enterprise service elements under the uncertainty and imprecise judgment information. An empirical study is conducted to verify the feasibility of the proposed approach. The results show that the framework could guide the express company to prioritize the enterprise service elements to maximize customer satisfaction and provide a reasonable budget allocation scheme to set the best resources match. It has theoretical and practical meaning for express enterprises to implement customization service strategy and improve service quality under the limited budget, which could be further extended to other service industries to make optimization decisions.http://dx.doi.org/10.1155/2022/5945908 |
| spellingShingle | Hongmei Shan Xinmeng Fan Siyu Long Xuejing Yang Shuhan Yang An Optimization Design Method of Express Delivery Service Based on Quantitative Kano Model and Fuzzy QFD Model Discrete Dynamics in Nature and Society |
| title | An Optimization Design Method of Express Delivery Service Based on Quantitative Kano Model and Fuzzy QFD Model |
| title_full | An Optimization Design Method of Express Delivery Service Based on Quantitative Kano Model and Fuzzy QFD Model |
| title_fullStr | An Optimization Design Method of Express Delivery Service Based on Quantitative Kano Model and Fuzzy QFD Model |
| title_full_unstemmed | An Optimization Design Method of Express Delivery Service Based on Quantitative Kano Model and Fuzzy QFD Model |
| title_short | An Optimization Design Method of Express Delivery Service Based on Quantitative Kano Model and Fuzzy QFD Model |
| title_sort | optimization design method of express delivery service based on quantitative kano model and fuzzy qfd model |
| url | http://dx.doi.org/10.1155/2022/5945908 |
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