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http://dx.doi.org/10.7469/JKSQM.2017.45.4.717

A study on inducing process of critical design factors for enhancing customer satisfaction  

Im, Youngjae (Center for Defense Management, Korea Institute for Defense Analyses)
Publication Information
Journal of Korean Society for Quality Management / v.45, no.4, 2017 , pp. 717-738 More about this Journal
Abstract
Purpose: This study focused on procedure and methodology for finding the critical design factors in the early stage of product development process. Methods: Firstly, three key criteria, function, affection and usability were defined as the determining factors on customer satisfaction. Secondly, evaluation matrix in terms of each key criteria was proposed for extraction of the critical design factors. Lastly, method of integrating the importance among three key criteria was suggested using structured equation model. Results: As a results of integrating the importance, design factors such as touch sensitiveness and touch method were rated as low in terms of affection. However, these factors were obtained for high ratings with respect to functionality and usability. Thus, touch-related design factors were more facilitated for enhancing customer satisfaction. Conclusion: It is expected that the process suggested in this research could be a considerably useful to maximize customer satisfaction in the early stage of product development process.
Keywords
Customer Satisfaction; Design Factors; Product Development Process; QFD;
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