According to the questionnaire results, the utilization of the attribute analysis table based on the Kano model
(Table 2), it could be identified that 30 experts considered the customer requirement to be one-dimensional, 18
(=4 + 6 + 8) experts categorized it as attractive, one expert was classified as must-be, and one expert was considered
to be indifferent. Based on the classical questionnaire results, it could be discovered that the attribute of the
customer requirement – automate the change management procedure – could be considered one-dimensional.
The Fuzzy Mode questionnaire provides scores in accordance with variations in magnitude. After the questionnaires
are collected and analyzed through formula (2)–(9), for example the single-expert response, revealed
that Table 3 displays its magnitude toward this customer requirement, which is automate the change management
procedure