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

Table 2

Kano classification of customer requirement and the Better-Worse coefficient.

Customer requirements	A	M	O	I	Q	R	Categories	CSi	DSi
CR1	40	124	86	33	10	3	M	0.4300	−0.7167
CR2	78	44	103	54	9	8	O	0.6285	−0.5104
CR3	39	116	88	45	7	1	M	0.4305	−0.6915
CR4	74	31	115	43	12	21	O	0.6873	−0.5310
CR5	39	118	88	43	7	1	M	0.4050	−0.6983
CR6	81	31	116	52	6	10	O	0.6888	−0.5140
CR7	37	111	59	73	8	8	M	0.3333	−0.5903
CR8	52	49	158	29	8	0	O	0.7095	−0.6993
CR9	154	15	58	59	8	2	A	0.7211	−0.2483
CR10	35	111	68	69	8	5	M	0.3540	−0.6151
CR11	50	42	129	56	10	9	O	0.6240	−0.5958
CR12	59	49	122	51	7	8	O	0.6285	−0.5938
CR13	135	13	63	69	6	10	A	0.6923	−0.2657
CR14	107	48	71	63	5	2	A	0.6054	−0.4048
CR15	128	25	91	44	5	3	A	0.7474	−0.3959
CR16	126	34	82	48	4	2	A	0.7075	−0.3946

Note: “A” represents attractive requirement, “O” represents one-dimension requirement, “M” represents the must-be requirement, “I” represents indifferent requirement, “R” represents reverse requirement, and “Q” represents Questionable requirement.