期刊
APPLIED SOFT COMPUTING
卷 111, 期 -, 页码 -出版社
ELSEVIER
DOI: 10.1016/j.asoc.2021.107665
关键词
Quality function deployment; Kano model; Prospect theory; Interval type-2 fuzzy linguistic terms; E-commerce
资金
- Fundamental Research Funds for the Central Universities [NS2021058]
- National Natural Science Foundation of China (NSFC) [72071045, 71771051, 71701158, 72071151]
- Natural Science Foundation of Hubei Province [2020CFB773]
A new QFD model based on the Kano model and TOPSIS method is proposed to measure uncertainties and risks in e-commerce service design, aiming to enhance competitiveness. A case study of China's e-commerce service design demonstrates the flexibility of the proposed model in determining weights and priorities for enterprises at different development stages.
Owing to the rapidly changing customer preferences and demands, the e-commerce industry encounters various uncertainties and risks to enhance competitiveness. Quality function deployment (QFD) is a commonly used model, which can translate customer requirements (CRs) into products or service design requirements (DRs), to improve competitiveness by launching a new business. To measure the uncertainties and behavioral risk factors in e-commerce service design, we propose a new QFD model based on the Kano model and TOPSIS method by considering the behavior of experts with prospect theory under interval type-2 fuzzy linguistic environment. The categories of CRs are identified using the Kano model and the weights of CRs are determined dynamically according to the development stages of enterprises. The priorities of DRs are ranked using the extended TOPSIS method with prospect theory. A case study of China's e-commerce service design is used to show the application of the proposed QFD model. The prioritizing results show the flexibility of the proposed model on determining the weights of CRs and the priorities of DRs for enterprises at different development stages. (C) 2021 Elsevier B.V. All rights reserved.
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