Fuzzy Extension for Kano´s Model Using Bacterial Evolutionary Algorithm

For designing and developing products/services it is vital to know the relevancy of the performance generated by each technical attribute and how they can increase customer satisfaction. Improving the parameters of technical attributes requires financial resources, and the budgets are generally limited. Thus the optimum target is to achieve maximum customer satisfaction within given financial limits. Kano´s quality model classifies the relationships between customer satisfaction and attribute-level performance and indicates that some of the attributes have a nonlinear relationship to satisfaction, rather power-function should be used. For the customers´ subjective evaluation these relationships are not deterministic and are uncertain. This paper proposes a method for fuzzy extension of Kano´s model and presents numerical examples that can prove the efficiency of bacterial evolutionary algorithm in as well.