Paper
The Method for Improvement of Customer Satisfaction
- Authors:
- Kazuhiro ESAKI
- Abstract
- A customer satisfaction for product quality has a big influence on the sales of the product. For the purpose of improvement of the customer satisfaction for system product, the method of quantitative quality requirement and evaluation based on the ISO/IEC9126 quality model that includes six quality characteristics is widely recognized. In the previous study we have introduced the requirements definition method for the quality of system product based on the system quality model defined in ISO/IEC9126 and proposed the effectiveness of it statistically. In the current study, the relationship between inherent attributes of the product and quantitative result of a measured value of customer satisfaction from the view point of six quality characteristics has been confirmed statistically. The current study performed a trial to clarify the relationship between the inherent attributes of system products and quantitative result of customer satisfaction obtained from the view point of six quality characteristics by the quality model of ISO/IEC9126.In addition, the current study performed the development of the prediction model forest imitating the customer satisfaction by each six quality characteristics for the system product by using inherent attributes of the product.Based on the proposed prediction models, this paper presented the result of investigation of the verified prediction model and possibility of improvement of the customer satisfaction of a system product.
- Keywords
- Customer Satisfaction; Quality Model; Inherent Attribute; Improvement Process; Prediction Model
- StartPage
- 105
- EndPage
- 113
- Doi