文献类型：会议论文

英文题名：On Customer Satisfaction of Battery Electric Vehicles Based on Kano Model: A Case Study in Shanghai

作者：Yang, Yanping[1];Yan, Hong-Bin[1];Ma, Tieju[1]

机构：[1]E China Univ Sci & Technol, Sch Business, Shanghai 200237, Peoples R China

会议论文集：4th International Symposium on Integrated Uncertainty in Knowledge Modelling and Decision Making (IUKM)

会议日期：OCT 15-17, 2015

会议地点：Nha Trang, VIETNAM

语种：英文

外文关键词：Battery electric vehicle; Customer satisfaction; Priorities; Kano model

摘要：Due to the greenhouse effect and limited energy resources, more and more countries and firms have put more attention to clean energy so as to reduce pollution emissions. The development of battery electric vehicle (BEV) becomes crucial to meet the government and society's demands. As one new product with immature technology, there are many factors affecting the wide utilization of BEV. It is necessary to study customer satisfaction of BEV so as to distinguish customer needs, help find the way to improve customer satisfaction, and identify critical factors. Considering the non-linear relationship between product performance and customer satisfaction, the Kano model is used to analyze customer needs for the BEV so as to promote the adoption of BEV in Shanghai. Four approaches to Kano model are used to categorize the BEV attributes as must-be quality, one-dimensional quality, attractive quality and indifferent quality. According to the strategic rule M > O > A > I, the priorities of efforts towards promoting the adoption of BEV is identified, i.e., the government and vehicle firms have to fulfill all the must-be requirements. They should make great improvement of one-dimensional qualities to make the BEV competitive to the traditional motor vehicles. Finally, the customers will be very satisfied if the attractive requirements are fulfilled.