Open AccessCritical Criteria for Customer Satisfaction of Interior Design
Author(s) -
Pen-Kai Wang,
YengHorng Perng
Publication year - 2019
Publication title -
iop conference series. materials science and engineering
Language(s) - English
Resource type - Journals
eISSN - 1757-899X
pISSN - 1757-8981
DOI - 10.1088/1757-899x/652/1/012012
Subject(s) - analytic hierarchy process , interior design , scope (computer science) , customer satisfaction , delphi method , service (business) , set (abstract data type) , computer science , work (physics) , perception , hierarchy , delphi , process management , operations research , marketing , engineering , business , architectural engineering , psychology , artificial intelligence , mechanical engineering , market economy , neuroscience , economics , programming language , operating system
Because of the wide scope of interior design work, the satisfaction of interior design service customers is easily affected by perception differences. This study developed a set of indicators that can be used to evaluate interior-design-related customer satisfaction. Potential factors were first identified by conducting a literature review and in-depth interviews. The modified Delphi method was then employed to establish the analytic hierarchy process (AHP) framework. Lastly, the AHP method was used to identify the key indicators. The study results revealed 4 dimensions and 15 factors. The results of this study can serve as a reference for the interior design industry.