Customer satisfaction attributes prioritization considering the correlation between the attributes and factors
An integrated framework to prioritize the customer satisfaction (CS) attributes during product development considering correlation between factors and attributes is presented. The traditional prioritization methods like analytic hierarchical process (AHP) do not consider the correlation among CS attributes and assume a strict hierarchical structure. In other words, AHP assumes that a set of attributes only contributes to a certain factor or subfactor but not to all the other sub-factors. This paper presents an analytic network process (ANP) based framework that allows decision makers to prioritize the CS attributes by considering not only the correlation among the attributes themselves but also the cross correlation among attributes and factors. Furthermore, the proposed framework employs Bayesian Belief Network (BBN) methodology to deal with uncertainty in pairwise comparison process of ANP during the early stages of product development. The framework is illustrated with an example from automotive industry.
author list (cited authors)
Nepal, B., Yadav, O. P., & Johnson, M.