Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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A study on inducing process of critical design factors for enhancing customer satisfaction

고객 만족도 향상을 위한 제품의 핵심 설계요소 도출 프로세스에 관한 연구

  • Im, Youngjae (Center for Defense Management, Korea Institute for Defense Analyses)
  • 임영재 (한국국방연구원 국방운영연구센터)
  • Received : 2017.10.27
  • Accepted : 2017.11.03
  • Published : 2017.12.31
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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.

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References

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