Analysis of Logistics Service Attributes Based on Quantitative Kano Model A Case Study of Express Delivering Industries in China英文文献资料.docVIP

Journal of Service Science and Management, 2011, 4, 42-51 doi:10.4236/jssm.2011.41007 Published Online March 2011 (http://www.SciRP.org/journal/jssm) Analysis of Logistics Service Attributes Based on Quantitative Kano Model: A Case Study of Express Delivering Industries in China Qingliang Meng, Nongji Zhou, Jian Tian, Yijia Chen, Fen Zhou School of Management Economics, Jiangsu University of Science and Technology, Zhenjiang, China. Email: mengzhi007@163.com Received November 26 , 2010; revised December 27 , 2010; accepted December 29 , 2010. th th th 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 decision- making 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 in- dustries in China. Keywords: Logistics Service Attributes, Kano Model, Qualitative Analysis, Express Delivering Industries 1. Introduction performance level. In such a sense, it only allows quail- tative assessment of product and service attributes [10], and the resulting Kano category is still qualitative in na- ture, which could not precisely reflect the extent to which the customers are satisfied [11]. these limitations make it fall short to play a key decision-making role in product innovation and service management. Therefore,