关键词: 用户需求, 需求配置, 用户满意度, Kano 模型, 模糊层次分析法, 定量化

Abstract: In order to reasonably determine the preferences and priorities of user demands to adapt to
the mass customization production mode and maximize user satisfaction, an improved product user
demands configuration method is proposed. The fuzzy clustering analysis method was integrated into
the Kano model to classify user demands, the screening was conducted according to their contribution
to the improvement of satisfaction, then the evaluation factors of customer satisfaction and
importance were calculated and a hierarchical structure model of product user demands was
established. On this basis, in the fuzzy analytic hierarchy process (FAHP), a fuzzy best-worst method
(FBWM) was employed to construct a consistent triangular fuzzy number complementary judgment
matrix, the probability concept was introduced to achieve defuzzification and obtain the initial
weights of user demands, and the demands evaluation factors served as the correction factors of the
initial weights. Then the modified weights were normalized to obtain the comprehensive weights of
user demands, thus realizing the configuration of product demands. Taking an enterprise’s eyewear
product design and development as an example, the effectiveness of this method was verified, and a
user demand configuration strategy was provided for the design and development of eyewear and
other products.

Key words: user demands, demands configuration, customer satisfaction, Kano model, fuzzy analytic
hierarchy process, quantification