DEMATEL-ANP Method for Evaluating the Importance Rating of Customer Requirements in Smart TV Industry

Xitian Cheng

doi:10.6981/FEM.202501_6(1).0018

Authors

Xitian Cheng

DOI:

https://doi.org/10.6981/FEM.202501_6(1).0018

Keywords:

DEMATEL; ANP; Customer Requirements; Smart TV.

Abstract

This research is conducted in order to scientifically judge the various types of customer requirements and their priorities in smart TV industry, to provide references to the design process of smart TVs, and to improve the customer satisfaction and competitiveness of related companies. The KJ method is utilized to establish a customer requirements factor system consisting of two levels of factors – the target level (the higher level) factors and the goal level (the lower level) factors. The DEMATEL method is then used to gain the interrelation among different factors. After which, considering the interrelation of factors and clusters, using ANP method to evaluate the importance rating of customer requirements. This process forms a kind of method for investigating customer requirements and ranking their importance. A case study focusing on a mid-to-high-end smart TV product of Company A is conducted as an example, verified the applicability of this method.

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