An Importance Decision Method of Customers’ Demands for Highly Public Service

Abstract

General service designs focus on specific customers. However, because of the diversity of customer demands, it is difficult to design a public service that addresses the demands of all customers. To achieve maximum customer satisfaction, it is imperative to summarize the demands of various customers and design a service by considering customers belonging to different categories. This study aims at realizing a service design by considering different customer groups. In particular, we propose a method that enables service design by considering groups of various customers and minimizing customer dissatisfaction by adopting a group-decision-making approach [1–4].