CAJ | 학술논문

描述移动服务设计中如何确定服务要素的优化组合方案问题。为解决该问题，首先，针对用户需求以及移动服务设计要素评价过程中涉及的模糊语言信息，建立了引入模糊集理论的质量功能展开模型，据此得到考虑用户需求的设计要素的权重值；并在此基础上，通过使用Kano模型并依据前景理论的思想来获取服务设计要素满意度；其次，依据获得的满意度值并考虑成本预算等因素，建立以满意度最大化为目标的优化模型，通过求解该模型可获得移动服务设计的优化方案。最后，通过移动服务优化设计的实际算例，说明本文所提出方法的可行性和实用性。
묘술이동복무설계중여하학정복무요소적우화조합방안문제。위해결해문제，수선，침대용호수구이급이동복무설계요소평개과정중섭급적모호어언신식，건립료인입모호집이론적질량공능전개모형，거차득도고필용호수구적설계요소적권중치；병재차기출상，통과사용Kano모형병의거전경이론적사상래획취복무설계요소만의도；기차，의거획득적만의도치병고필성본예산등인소，건립이만의도최대화위목표적우화모형，통과구해해모형가획득이동복무설계적우화방안。최후，통과이동복무우화설계적실제산례，설명본문소제출방법적가행성화실용성。
In this paper,how to determine the optimal combination of service elements is described in the design of mobile service.To solve this problem,firstly,for the fuzzy evaluation information of the customer demands and service elements, the quality function deployment model is established to calculate the weight of customer demands and service design ele-ments.On this basis,Kano model and Prospect Theory are combined to calculate design elements’satisfaction.Based on the determined value of satisfaction and considering cost estimates,an optimization model of choosing mobile service ele-ments is built to calculate the maximize satisfaction.Solving the optimization model can determine the elements of mobile services.Finally,a case of service design is given to illustrate the feasibility and practicality of the proposed approach.