A novel approach to incorporate customer preference and perception into product configuration: A case study on smart pads

Abstract

This paper proposes a hybrid framework combining AHP (analytical hierarchy process), KM (Kano model), with DEMATEL (decision making trial and evaluation laboratory) to incorporate customer preference and perception into the process of product development. Initially, AHP is applied to respondents to form a basis of market segmentation. Thereafter, with respect to identified segments, AHP and KM are employed to extract customer preference for design attributes (DAs) and customer perception of marketing requirements (MRs), respectively. Finally, by means of DEMATEL, the causal relationships between MRs and DAs are systematically recognized to uncover new ideas of next-generation products. (C) 2013 Elsevier B.V. All rights reserved.