Modeling the Relationship between Resilience and Sustainable Design Factors for Customer Satisfaction

Many studies have shown that ignoring resilience factor in designing products can result in customer dissatisfaction. In this paper, using a system dynamics model, we analyze the relationship between this factor and sustainability factors with customer satisfaction. Implementing the developed model under different scenarios, we modeled the effect of resilience, sustainability, and customer satisfaction in product design. We considered three hypotheses for this research including ۱) proper product design helps different aspects of sustainability, including social, economic, and environmental aspects, ۲) proper product design increases the resilience and reliability of the product, and ۳) proper product design increases customer satisfaction, three of which were accepted by the results of the model simulation.

Keywords:

System dynamics , Design decisions , Sustainability , reliability.