Research on customer satisfaction evaluation method for individualized customized products

  • Qingyan ZhouEmail author
  • Lili He


Aiming at the problem that the customer can obtain the personalized products in a timely and satisfactory manner, the enterprise can reasonably and effectively carry out the decision-making guidance of the manufacturing decision and propose a method to evaluate the customer satisfaction based on the fuzzy level kano-QDF model. The fuzzy hierarchical Kano model is used to identify and classify the customer’s needs. Based on the GM (1,1) model, the classification results of the fuzzy hierarchical Kano model are dynamically analyzed and verified. Secondly, the mathematical model of customer satisfaction evaluation is established by using the fuzzy comprehensive evaluation method. The demand for the importance of the final determination, the use of QFD method to confirm the importance of product quality characteristics and weight. Finally, the customer demand for personalized customized products is described as an example.


Personalization GM (1,1) model Fuzzy hierarchical Kano model Fuzzy comprehensive evaluation method QFD method Importance of product quality characteristics 


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© Springer-Verlag London Ltd. 2017

Authors and Affiliations

  1. 1.Zhejiang Sci-Tech UniversityFaculty of Mechanical Engineering & AutomationHangzhouChina
  2. 2.Zhejiang Sci-Tech UniversitySchool of Information Science and TechnologyHangzhouChina

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