Prototyping the Knowledge Model for Solving the Problem of Online Cosmetic Survey Questionnaire through CommonKADS Methodology

In the process of understanding Chinese customer requirements, Thai cosmetics SMEs are facing difficulties in collecting Chinese customer feedback details because of geographical restrictions. Although product survey through online platforms can solve this problem, it is impossible to avoid the imperfection of questionnaire content when lack of face-to-face communication between researchers and respondents, therefore, questionnaire made for offline product survey activities can no longer meet the needs of online platforms. The objective of this research is to obtain critical elements of cosmetics and their features (including general features and some special features) that influence customer satisfaction, and categorize these features according to the classification rules, to prototype a knowledge model for the online cosmetic survey questionnaire. The CommonKADS method is innovatively used for this objective by in-depth interviewing experts with structured questions to obtain the required knowledge, and to specify the classification rule, so as provide an expert model for general use on cosmetic product research.