This study investigates the impact of customer-centric design on three-phase UPS systems, focusing on industry professionals in Bengaluru. As demand for reliable and adaptable UPS systems increases, understanding how customer-focused design influences satisfaction is crucial. A mixed-method approach was used, starting with qualitative interviews of 30 industry experts to explore key themes, followed by a quantitative survey of 300 participants to assess customer satisfaction and design factors. The tools developed for this study included a semi-structured interview guide for qualitative data and a structured survey questionnaire for quantitative data collection, both validated through pilot testing. Key design factors such as reliability, scalability, ease of use, modularity, and energy efficiency were analyzed. Descriptive statistics revealed high mean scores for these factors, while correlation and factor analyses showed strong positive relationships with customer satisfaction, particularly for ease of use (r = 0.812) and scalability (r = 0.770). Thematic analysis emphasized the importance of AI-driven predictive maintenance and customization in improving system performance. The results indicate that larger companies more effectively implement customer-centric practices, while smaller firms face challenges such as cost constraints and technical limitations. The study recommends enhancing modularity, energy efficiency, and AI-driven maintenance to improve customer satisfaction, with a focus on helping smaller companies overcome these barriers. In conclusion, customer-centric design significantly enhances customer satisfaction in the UPS industry, and adopting these strategies is essential for long-term success and competitiveness.
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