An Optimization Design Method of Express Delivery Service Based on Quantitative Kano Model and Fuzzy QFD Model

Abstract

Service quality is the soul of express enterprises forever. It is of great practical significance for winning customer satisfaction, improving the market competition, and realizing sustainable performance. Unlike tangible products, express delivery service has the characteristics of intangibility, heterogeneity, indivisibility, and instability. While customer demands are complex and changeable and unpredictable, incorporating complex customer requirements into service design has been a growing interest of researchers and practitioners. This paper proposed an optimization design framework based on the quantitative Kano (QKNO) and the fuzzy quality function deployment (FQFD) to effectively achieve the best matching of enterprise service elements under the uncertainty and imprecise judgment information. An empirical study is conducted to verify the feasibility of the proposed approach. The results show that the framework could guide the express company to prioritize the enterprise service elements to maximize customer satisfaction and provide a reasonable budget allocation scheme to set the best resources match. It has theoretical and practical meaning for express enterprises to implement customization service strategy and improve service quality under the limited budget, which could be further extended to other service industries to make optimization decisions.

Hypergraph and network flow-based quality function deployment

“…The integrated Kano model into QFD has been utilized, for example, to evaluate digital library [32] , or to develop classroom furniture to reach better ergonomic design while satisfying customers [33] . QFD and Kano have been extended with, e.g., SERVQUAL to examine front office quality of hospital [34] ; with fuzzy Kano to classify aesthetic attributes of SUV car profile [35] ; Quantitative Kano Model and Fuzzy QFD approach for optimizing design method of express delivery service [36] ; with hierarchical decision-making approach for improving e-service of brokerage in Iran [37] . For the QFD optimization approach has been combined with a mixed integer linear programming model and Kano model [38] .…”

Improving School Reconstruction Projects Satisfaction Outcomes Using Fuzzy Quality Function Deployment (FQFD)

“…The stages are sequential, namely: (1) product planning-using the HoQ to develop customer requirements into detailed product engineering features; (2) component expansion-product engineering characteristics are extended to component characteristics; (3) process planning-extending component characteristics to process operations; and (4) job planning-deploying process operations to the framework of the operation. Figure 4 depicts House of Quality, which is the main tool for implementing QFD, as developed by Akao [43,44]. HoQ is used to process the input data of user requirements and the technical requirements (specifications) using the matrix method to produce a priority order of technical items.…”

“…Furthermore, FQFD has been hybridized with other approaches such as evidential reasoning (ER), for example in prioritizing transportation designs in the development of interaction trapezoidal weights [46]. On the other hand, FQFD has also been combined with the Kano model to provide an integrated framework to increase satisfaction levels [34], while the combination with quantitative Kano (QKNO) also provides the same results [44]. A hybrid combining FQFD and fuzzy grey relational analysis (FGRA) was implemented to increase satisfaction with advertising services, using user survey questionnaire data [31].…”

Model Integrasi Servqual and Quality Function Deployment untuk Penilaian Kualitas Pelayanan: A Case Study Industri Garment

“…Disamping itu kualitas pelayanan salah satu aspek penting bagi industri untuk mampu bertahan di lingkungan pasar yang kompetitif (Khorshidi, Nikfalazar, and Gunawan, 2016). Begitu juga dengan Shan et al (2022) menyatakan bahwa dalam meningkatkan daya saing pasar diiringi dengan peningkatan tingkat kualitas layanan. Dengan demikian untuk bertahan di masa sekarang semakin banyak perusahaan menggunakan peringkat kepuasan layanan sebagai indikator kinerja (Lizarelli et al 2021).…”