Title: Improving dual importance analysis based on a Shapley value associated with a fuzzy measure when interactions of criteria are significant

Authors: Jiunn-I Shieh; Hsin-Hung Wu

Addresses: Department of M-Commerce and Multimedia Applications, Asia University, Taichung City, Taiwan; Department of Dental Hygiene, China Medical University, Taichung City, Taiwan ' Department of Business Administration, National Changhua University of Education, No. 2 Shida Road, Changhua City, 500, Taiwan

Abstract: Kano's model is very useful to classify customer needs into different categories by completely using self-stated evaluations. However, the derived evaluation approach uses a less direct way of uncovering the evaluations that are most reliable to reflect the respondents' view from the survey. In addition, interaction effects among items, particularly non-linear interactions, are often incurred in practice. This study proposes a framework of using the dual importance graph with self-stated performance and derived importance computed by a Shapley value associated with a fuzzy measure method to classify the service items into different types of Kano's category by considering both linear and nonlinear effects among items. A case of evaluating the service quality of a particular hospital is illustrated to show how this proposed framework works. The result shows that using the Shapley value-based dual importance graph is more practical to deal with interactions of items.

Keywords: Kano's model; dual importance diagram; Shannon interaction information; fuzzy measure; Shapley value.

DOI: 10.1504/IJISE.2019.097735

International Journal of Industrial and Systems Engineering, 2019 Vol.31 No.2, pp.168 - 183

Received: 23 Feb 2016
Accepted: 10 Feb 2017
Published online: 07 Feb 2019 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article