运筹与管理2012，Vol.21Issue(2)：64-73,10.
基于分析型KANO模型的物流服务质量提升决策方法
A Decision Method for Improving Logistics Service Quality Based on Analytical KANO Model
摘要
Abstract
In order to solve the problems of qualitative analysis and subjective classification of Kano model, an analytical 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 quality improvement decision process is proposed based on analytical Kano model. The model is illustrated through a case study in express delivering industries to testify its feasibility and validity.关键词
企业管理/质量管理/分析型Kano模型/物流服务质量Key words
enterprises management/ logistics service quality/ analytical kano model/ decision method分类
交通工程引用本文复制引用
孟庆良,邹农基,李晓萍,安玲,蒋秀军..基于分析型KANO模型的物流服务质量提升决策方法[J].运筹与管理,2012,21(2):64-73,10.基金项目
教育部人文社科基金资助项目(11YJA630078,09YJA630054,10YJA630143,11YJA630129) （11YJA630078,09YJA630054,10YJA630143,11YJA630129）
江苏省高校哲学社科项目(2011SJB630018) （2011SJB630018）
