Kansei Approach Implementation and Customer Satisfaction Model in Order to Improve Product Quality (Case Study: Arghavan Washing Powder)
Subject Areas :
Zahra Esfandiari
1
(
کارشناس ارشد مدیریت تکنولوژی ـ دانشگاه آزاد اسلامی ـ واحد علوم تحقیقات تهران
)
Taghi Torabi
2
(
دانشیار دانشگاه آزاد اسلامی ـ واحد علوم تحقیقات تهران
)
Keywords: Product Design and Development, Kansei Engineering, Kano Model, the Delphi Method, ANP Model,
Abstract :
Understanding and diagnosing of users’ requirements are critical key factors for the process of design and the development of products among different ways of recognizing needs and prioritizing them. Current research attempts to understand, categorize and prioritize customers’ emotional needs through the combination of Kansei engineering method and Kano model and suggests new approach to gain more customer satisfaction with regard to Arghavan washing powder. In order to achieve this target, we recognized customers’ emotional needs and subsequently used Delfi method for screening Cansei terms. Afterwards, using the Kano model, Kansei lexical words were screened and categorized in four Kano categories. Then using ANP method, the lexical words which had the highest rank and weight based on Pareto method were selected. Afterwards, design of washing powder were made based on lexical words which had the highest rate and weight based on Pareto method, and finally finished products delivered to users. Subsequently, the best design was identified based on consumers’ opinion subject to Kansei methodology
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