Research And Revise Of Kano Model In User Satisfaction

With the rapid development of the social economy,the competition between enterprises has become more and more fierce.Facing the increasingly fierce competition environment,enterprises are trying to improve their competitiveness.It has become one of the key factors for improving the competitiveness of enterprises to detect and identify the real needs of the users from the user's perspective,to carry out product innovation and update iterations and to improve the user satisfaction to the maximum extent.Kano model is a theoretical model based on user perspective to study the relationship between user needs and user satisfaction.However,there are some limitations in the practical application of the model.Firstly,the traditional Kano model is difficult to judge its attribute classification when the various attributes of a demand item are the same or similar.At present,the most commonly used solution of enterprises is to use Berger in 1993 to classify users' needs by computing relative satisfaction coefficient.However,there are some defects in this method:the satisfaction calculation formula Si=(A+O)/(A+O+M+I)*1 and the formula DSi=(O+M)/(A+O+M+I)*-1 of DSi=(O+M)/(A+O+M+I)*-1 are represented by A,O,M and I,respectively.The degree of influence on user satisfaction is different,and the same weight calculation is satisfactory in the formula.It will not reflect users' real satisfaction.By introducing the entropy method,the four kinds of attributes are assigned different weights,both the original Berger method and the more accurate satisfaction coefficient can be obtained,and the accurate classification of the demand is realized.Second,after determining the attribute classification of the requirement item,the requirement implementation priority rules of the traditional Kano model are the necessary attribute>expectation attribute>charm attribute>no difference attribute.When the decision-maker can't implement all the requirements under a certain classification at the same time,it needs to sort the priority in the same attribute in the same attribute.Select demand,but traditional Kano can't meet this requirement.Based on this,we introduce the "relative gap and method" in the similar attributes to make precise priority ordering for the same attribute demand items.Finally,use the online product "is verified in Wuhan,and prove the feasibility and validity of the modified kano.