Abstract
Service Engineering aims to provide practically usable design methods for service. Until now, we proposed models and description methods for service and offered a prototype of service CAD system. However, evaluation method by the viewpoint of customer, which needed for making a comparison between candidates, is not available so far. This paper aims at proposing a novel method to evaluate customer satisfaction with services. The method categorizes service elements by paying attention to differences of a psychological satisfaction caused by a physical improvement that has a specific disposition depends on the service element. This method enables the designer to point out customers' satisfaction quantitatively by using measurable attribute value of service.
