Integration of Kano Model into TOPSIS Method for Effective Product Assessment

Abstract:

Understanding and fulfilling customer needs are well recognized as thecritical factor forsuccessful product. To resolve the trade-offs dilemma in multi-criteria decision making, we present aframework that integrates Kano model, FAHP and TOPSIS to assist decision makers in understandingcustomer requirements and help effectively rank products. By using Kano model analysis, it guidesthe prioritizing of multiple attributes, leading to higher customer satisfaction. To verify the proposedapproach forMCDM, an empirical case for ranking kitchen faucet designs is illustrated and validated.

• Periodical: Applied Mechanics and Materials (Volume 145)
• Pages: 475-479
• DOI: https://doi.org/10.4028/www.scientific.net/AMM.145.475
• Online since: December 2011
• Authors: Chun Chih Chen, Yang Cheng Lin
• Keywords: Customer Satisfaction, Fuzzy Analytic Hierarchy Process (FAHP), Kano Model, Multi-Criteria Decision Making, TOPSIS

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