アラビアン・ジャーナル・オブ・ビジネス・アンド・マネジメント・レビュー

A Customer Satisfaction Based Approach for New Product Development Method

Abstract

Yasutaka Kainuma and Daisuke Amano

In this study, we suggest a product development methodology from the view of customer satisfaction. By identifying the importance level of each quality element of a product and providing the functional relation of the quality model. In the analysis process, we calculate the weight of importance of each quality element. Then, we apply a method using utility functions as a functional expression of quality model. By combining the weight of importance and these utility functions, it is possible to identify the degree of importance and the quality model. In the synthesis process, we apply group decision making stress method to synthesize the view of each evaluator because each evaluator’s view differs that is realistically difficult to conform to each person. To verify the effectiveness of the proposed method, we conducted a case study regarding the choice of cars and confirmed the effectiveness of the proposed method.