Abstract
Kano's model is very useful to classify customer needs into different categories by completely using self-stated evaluations. However, the derived evaluation approach uses a less direct way of uncovering the evaluations that are most reliable to reflect the respondents' view from the survey. In addition, interaction effects among items, particularly non-linear interactions, are often incurred in practice. This study proposes a framework of using the dual importance graph with self-stated performance and derived importance computed by a Shapley value associated with a fuzzy measure method to classify the service items into different types of Kano's category by considering both linear and nonlinear effects among items. A case of evaluating the service quality of a particular hospital is illustrated to show how this proposed framework works. The result shows that using the Shapley value-based dual importance graph is more practical to deal with interactions of items.
| Original language | English |
|---|---|
| Pages (from-to) | 168-183 |
| Number of pages | 16 |
| Journal | International Journal of Industrial and Systems Engineering |
| Volume | 31 |
| Issue number | 2 |
| DOIs | |
| Publication status | Published - 2019 Jan 1 |
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All Science Journal Classification (ASJC) codes
- Control and Systems Engineering
- Industrial and Manufacturing Engineering
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Improving dual importance analysis based on a Shapley value associated with a fuzzy measure when interactions of criteria are significant. / Shieh, Jiunn I.; Wu, Hsin-Hung.
In: International Journal of Industrial and Systems Engineering, Vol. 31, No. 2, 01.01.2019, p. 168-183.Research output: Contribution to journal › Article
TY - JOUR
T1 - Improving dual importance analysis based on a Shapley value associated with a fuzzy measure when interactions of criteria are significant
AU - Shieh, Jiunn I.
AU - Wu, Hsin-Hung
PY - 2019/1/1
Y1 - 2019/1/1
N2 - Kano's model is very useful to classify customer needs into different categories by completely using self-stated evaluations. However, the derived evaluation approach uses a less direct way of uncovering the evaluations that are most reliable to reflect the respondents' view from the survey. In addition, interaction effects among items, particularly non-linear interactions, are often incurred in practice. This study proposes a framework of using the dual importance graph with self-stated performance and derived importance computed by a Shapley value associated with a fuzzy measure method to classify the service items into different types of Kano's category by considering both linear and nonlinear effects among items. A case of evaluating the service quality of a particular hospital is illustrated to show how this proposed framework works. The result shows that using the Shapley value-based dual importance graph is more practical to deal with interactions of items.
AB - Kano's model is very useful to classify customer needs into different categories by completely using self-stated evaluations. However, the derived evaluation approach uses a less direct way of uncovering the evaluations that are most reliable to reflect the respondents' view from the survey. In addition, interaction effects among items, particularly non-linear interactions, are often incurred in practice. This study proposes a framework of using the dual importance graph with self-stated performance and derived importance computed by a Shapley value associated with a fuzzy measure method to classify the service items into different types of Kano's category by considering both linear and nonlinear effects among items. A case of evaluating the service quality of a particular hospital is illustrated to show how this proposed framework works. The result shows that using the Shapley value-based dual importance graph is more practical to deal with interactions of items.
UR - http://www.scopus.com/inward/record.url?scp=85061309153&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=85061309153&partnerID=8YFLogxK
U2 - 10.1504/IJISE.2019.097735
DO - 10.1504/IJISE.2019.097735
M3 - Article
AN - SCOPUS:85061309153
VL - 31
SP - 168
EP - 183
JO - International Journal of Industrial and Systems Engineering
JF - International Journal of Industrial and Systems Engineering
SN - 1748-5037
IS - 2
ER -