Paper Title :The Study to Evaluate Performance Based on Fuzzy Concept and Kano's Model
Author :Hsiao-Lin Teng, Ling-Feng Hsieh
Article Citation :Hsiao-Lin Teng ,Ling-Feng Hsieh ,
(2016 ) " The Study to Evaluate Performance Based on Fuzzy Concept and Kano's Model " ,
International Journal of Management and Applied Science (IJMAS) ,
pp. 36-39,
Volume-2,Issue-9
Abstract : Likert scale were, in the past, commonly used in a questionnaire to assess the performance, however, the
ambiguity and uncertainty of human mentality and feeling cannot be describe by scale measurement. Moreover, customers
demand is often not belong to be part of performance assessment and some of these processis complicate while the sum of
the assessment weights base on subjective decisions. The two-dimensional quality model developed in 1984 by Japanese
professor Noriaki Kano is a notablemethod to refer to customer demand. Different customersneeds can be easily classified
by service quality factor categories of Kano two-dimensional quality model. The purpose of this paper is tobased on this
model to structure a fuzzy conceptual framework of service quality performance assessment model. Therefore, this research
will conduct fuzzy concept, such as fuzzy mode, fuzzy interval linguistic questionnaire and OWA operator, into service
quality performance assessment. Furthermore, Kano two-dimensional model will be the structure of assessment in order to
establish an assessment model including customer demand. Those fuzzy concept include using fuzzy linguistic variables to
replace the traditional values of variables in questionnaire design and to process the comparison of different values of
linguistic variables. It also includes fuzzy mode instead of applying traditional mode to indentify Kano two-dimensional
attribution category and to use OWA operator to obtain related weight determination. As a result, this paper will test these
theories in the case study of Taiwan bank industry to analysis the feasibility of performance assessment model in this
research. It aims to develop an assessment model for enterprise a reference of their performance.
Keywords— OWA; Fuzzy Mode, Fuzzy Interval Linguistic Variables, Kano Two Dimensional Quality Model
Type : Research paper
Published : Volume-2,Issue-9
Copyright: © Institute of Research and Journals
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Published on 2016-10-31 |
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