Online Reviews-Driven Kano-QFD Method for Service Design
提出一种结合在线评论、Kano模型和质量功能展开的服务设计方法，考虑服务商财务状况，将顾客需求转化为设计需求，并以酒店服务案例验证有效性。
As customer demands continue to evolve, service quality has become increasingly important for service providers. In response, service providers have become more focused on service design and understanding customer requirements (CRs) to gain competitive advantage. As a method to investigate the characteristics of CRs, the Kano model is often combined with Quality function deployment (QFD) to analyze the CRs and translate them into design requirements (DRs). However, previous studies have overlooked the financial status of service providers, which is also essential for service design. To propose a service design method that can be applied to various service industries, this paper proposes an online reviews-driven KanoQFD method for service design. Firstly, CRs are extracted from online reviews. Secondly, the Kano model is employed to classify CRs and determine their importance, while considering the financial statuses of the service providers. The QFD model is then used to convert CRs into DRs and an optimization model is constructed based on the importance of DRs, and their correlation with CRs. Moreover, a case study is presented to demonstrate the effectiveness of the proposed method in designing hotel services. Finally, the validity of the proposed method for service design is illustrated by comparing with previous methods.