An Optimization Design Method of Express Delivery Service Based on Quantitative Kano Model and Fuzzy QFD Model

Table 10

Satisfaction level and customer satisfaction of customer requirement.

Customer requirements	CR achievement level (yi)	Individual customer satisfaction (Si)	Full customer satisfaction (CSi)	Customer satisfaction level (Si/CSi)
CR1	0.8633	0.3322	0.4300	77.27
CR2	0.8553	0.4637	0.6285	73.78
CR3	0.8506	0.3253	0.4305	75.57
CR4	0.8588	0.5153	0.6873	74.97
CR5	0.8664	0.3133	0.4050	77.35
CR6	0.8539	0.5131	0.6888	74.49
CR7	0.8835	0.2069	0.3333	62.08
CR8	0.8561	0.5068	0.7095	71.43
CR9	0.8631	0.5249	0.7211	72.79
CR10	0.8695	0.2754	0.3540	77.79
CR11	0.8543	0.4462	0.6240	71.51
CR12	0.8546	0.4508	0.6285	71.73
CR13	0.8527	0.4847	0.6923	70.02
CR14	0.8641	0.5862	0.6054	96.83
CR15	0.8674	0.5229	0.7474	69.96
CR16	0.8654	0.4911	0.7075	69.41
Total		0.4357	0.5863	74.31