An Evaluation Method for Service in the Point of Customers' View

To reconsider the current mass production paradigm and to make products have more added values, we need new engineering methods to focus on services, rather than just functions, called "service engineering". Service engineering aims to provide practically usable design methods for service. Until now, we proposed models and description methods for service and offered a prototype of service CAD system that enables service designers to describe, evaluate and simulate services on computer. However, evaluation method by the viewpoint of customer, which needed for making a comparison between candidates, is not available so far. Moreover, although there are some methods to evaluate value are discussed in existing field like Marketing and Engineering, they could not represent degrees of value. This paper aims at proposing a novel method to evaluate service and to point out customers' satisfaction quantitatively by using measurable attribute value of service