Evaluation of customer satisfaction for PSS design

Koji Kimita · Yoshiki Shimomura · Tamio Arai

111 citations0/0 files storedJournal of Manufacturing Technology Management

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Service and Product Innovation Customer Service Quality and Loyalty Product Development and Customization

Abstract

Purpose Combined offerings of products and services, that is, a product‐service system (PSS), have been attracting much attention. Consequently, a good design methodology of services as well as that of manufacturing products is needed. The purpose of this paper, is to propose a method for estimating customer satisfaction that enables designers to compare design solutions in the conceptual stage. Design/methodology/approach In the proposed method, first, the models that represent PSS features with relation to a customer's state is adopted. Then, the authors propose the estimation procedure that utilises a non‐linear value function called the satisfaction‐attribute (S‐A) function to quantify customer satisfaction. Findings The proposed method centres on the estimation of customer satisfaction. It enables the designers to evaluate design candidates in the conceptual stage where little information is available, and therefore supports iterative improvements without the designer needing to hesitate under the weight of market analysis. Research limitations/implications In this paper, the estimation is limited to a single transaction with a customer, rather than cumulative satisfaction that represents a customer's imprints about the provider accumulated by repeating purchases. In future, therefore, the authors need to integrate the concept of effects over time such as loyalty and defection into the proposed framework. Practical implications In the application, the proposed method is statistically proven to effectively illustrate customer satisfaction. Originality/value This paper proposes the estimation method of customer satisfaction for PSS design. The proposed method allows designers to choose a design solution from the customer viewpoints.

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References

1979Prospect Theory: An Analysis of Decision under Risk 1988Prospect theory: An analysis of decision under risk 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1996The Behavioral Consequences of Service Quality 2010Satisfaction: a behavioral perspective on the consumer 1984Attractive Quality and Must-Be Quality 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research

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