CAJ | 학술논문

重要度绩效分析（ IPA）是顾客满意度评价的常用方法，分析结果是产品/服务改进设计的重要依据。）为处理顾客评价信息的不确定性，采用模糊集方法表达并处理重要度和绩效评价信息。针对传统IPA方法中，属性绩效值的获取没有考虑市场竞争因素的问题，提出了考虑竞争性分析的改进模糊IPA方法。灰色关联分析法用来计算属性的市场竞争性系数，以修正顾客群决策得到的初始属性绩效评价值。考虑到属性之间存在影响关系，DEMATEL方法用来分析属性的影响和被影响程度，以修正顾客群决策得到的初始属性重要度评价值。以某电子产品的顾客满意度分析为例，验证了所提方法的有效性。
중요도적효분석（ IPA）시고객만의도평개적상용방법，분석결과시산품/복무개진설계적중요의거。）위처리고객평개신식적불학정성，채용모호집방법표체병처리중요도화적효평개신식。침대전통IPA방법중，속성적효치적획취몰유고필시장경쟁인소적문제，제출료고필경쟁성분석적개진모호IPA방법。회색관련분석법용래계산속성적시장경쟁성계수，이수정고객군결책득도적초시속성적효평개치。고필도속성지간존재영향관계，DEMATEL방법용래분석속성적영향화피영향정도，이수정고객군결책득도적초시속성중요도평개치。이모전자산품적고객만의도분석위례，험증료소제방법적유효성。
Importance Performance Analysis ( IPA) is a commonly used customer satisfaction evaluation approach , and the analysis result is the important basis of product /service improvement design .In order to deal with the uncertainty of the customer′s evaluation information , fuzzy set approach was applied to ex-press and handle the important degree information and performance information .Aiming at the problem that the traditional IPA does not consider the market competitive aspect in acquiring the attribute′s per-formance evaluation , a revised fuzzy IPA considering competitive analysis was proposed .Grey relational a-nalysis was used to calculate the attribute′s competitive coefficient in order to amend the attribute′s initial performance evaluation given by customer group decision-making .Taking into consideration that there exist mutual influence relationships among attributes , DEMATEL was applied to analyze the difference level of the attribute impacting others and being impacted by others to modify the initial importance degree given by customer decision-making.Finally, a case study of customer satisfaction evaluation of an electronic product was presented to illustrate the effectiveness of the proposed approach .