Research on requirement analysis and service improvement of online retail photovoltaic modules using the interval importance-Kano model

Photovoltaic (PV) modules are beneficial to environmental protection compared to fossil fuels, and online retailing is an important channel for their sale. Improving service levels is becoming as important as product quality in boosting online retail sales. The Kano model is an essential tool for analyzing consumer requirements towards services and products, and there is a research trend towards using it with online comments. Given the unique structure of online comments, a new interval Importance-Kano model based on the ratio algorithm was proposed, namely, the Candy model, and a new requirement type has been defined. The difference in consumer attention was transformed into importance information. The sentiment polarity difference was eliminated by the normalized algorithm, and the robustness of the results was improved by using the Candy model. Eight attributes of online PV retailing were identified and classified. In the crisp Kano model, Performance and Installation are must-be requirements, Workmanship, Packaging, and Cost-effective are attractive requirements, and Customer service, Logistics and Reputation are one-dimensional requirements. When adopting the Candy model and setting the key parameter within 9.7%20%, Consumer service shifts to being a must-be requirement, while Cost-Performance transforms into a one-dimensional requirement. Combined with differences in users' attention, a deeper analysis of requirement characteristics was presented and applied to service improvement research. It was found that consumers are mostly concern about Performance and Workmanship, followed by Installation. Service improvement paths and priorities are identified from a management perspective, which encompasses supply chain management, production management, employee management, etc.