The Study to Evaluate Performance Based on Fuzzy Concept and Kano's Model
Likert scale were, in the past, commonly used in a questionnaire to assess the performance, however, the ambiguity and uncertainty of human mentality and feeling cannot be describe by scale measurement. Moreover, customers demand is often not belong to be part of performance assessment and some of these processis complicate while the sum of the assessment weights base on subjective decisions. The two-dimensional quality model developed in 1984 by Japanese professor Noriaki Kano is a notablemethod to refer to customer demand. Different customersneeds can be easily classified by service quality factor categories of Kano two-dimensional quality model. The purpose of this paper is tobased on this model to structure a fuzzy conceptual framework of service quality performance assessment model. Therefore, this research will conduct fuzzy concept, such as fuzzy mode, fuzzy interval linguistic questionnaire and OWA operator, into service quality performance assessment. Furthermore, Kano two-dimensional model will be the structure of assessment in order to establish an assessment model including customer demand. Those fuzzy concept include using fuzzy linguistic variables to replace the traditional values of variables in questionnaire design and to process the comparison of different values of linguistic variables. It also includes fuzzy mode instead of applying traditional mode to indentify Kano two-dimensional attribution category and to use OWA operator to obtain related weight determination. As a result, this paper will test these theories in the case study of Taiwan bank industry to analysis the feasibility of performance assessment model in this research. It aims to develop an assessment model for enterprise a reference of their performance.
Keywords� OWA; Fuzzy Mode, Fuzzy Interval Linguistic Variables, Kano Two Dimensional Quality Model