a b s t r a c tThis research collected anthropometric data of the Singaporean and Indonesian populations. The data were mainly from university students. In total, 245 male and 132 female subjects from Indonesia and 206 male and 109 female subjects from Singapore were measured. The Singapore data were divided into three sub-groups, comprising Singapore overall, Singapore citizens, and the Chinese ethnic sub-group. The Indonesians data were divided into two sub-groups, comprising Indonesia citizens and Indonesia Chinese. This study used 36 measurement dimensions. The authors made a comparison with previous anthropometric data collected in 1990 of over a thousand Singaporeans.The main contributions of this study are: i) an updated anthropometric database of Singaporeans and Indonesians, ii) a comparison of the two samples obtained, and iii) a projection of dimensional changes over time from comparing past to more recent anthropometric data. Statistical analyses show that Singaporeans (both male and female) tend to have larger dimensions than Indonesians in general. In addition, the data reveal the current sample to be significantly larger on more than 50 percent of the dimensions measured, for both males and females.In providing instances of possible application, the Body Mass Index (BMI) of all sub-groups was calculated. The results show both samples to have normal indexes with BMIs in the range of 18.5e25.0. This paper presents also an empirical estimation of unknown anthropometric characteristics using the Ratio Scaling Method. The purpose is to estimate uncollected anthropometric data based on a given scaling dimension. Overall, the reported anthropometric data and analyses can be used as relevant consideration in product and systems design. Relevance to industry: The findings of this study indicate differences between Singaporean and Indonesian anthropometry in the citizen and Chinese sub-groups. The utilization of an updated anthropometric database that incorporates geographical origin and ethnic group is useful. Product designers would be able to cater to a wider range of target users.

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In the period of 2004 to 2014 there was a significant growth of employment in the logistics sector in Indonesia. This reflects a rapid rise in the need for logistics activities to support outsourcing. Because there is strong competition in the sector, logistics services should be able to deliver both cognitive and affective customer satisfaction. Studies in logistic services have been mainly focused on service gaps, an aspect related to cognitive satisfaction in customers. Many studies have been conducted to evaluate logistics service quality using SERVQUAL and the Kano model. However, these are insufficient in addressing all aspects of logistics provision. Hence, a deep understanding of customer affective need (known in Japanese as Kansei) is required, to provide competitive advantage by modeling more comprehensive customer experiences based on perceived logistics services. This paper proposes a combined model of Kansei Engineering, Kano, and quality function deployment (QFD), which it is hoped will generate more innovative ideas for improvements related to customer emotional satisfaction and customer delight. A case study in supporting logistics services has been chosen to validate the proposed model, and a survey through face-to-face questionnaires involving 157 customers was carried out. The model was then validated, and through the House of Quality (HoQ) concept, some innovative improvement ideas are proposed. They include the use of apps for order confirmation and cancellation, the integration of Google Maps into the ordering system, preorder booking, and a bilingual feature in the transaction menu. Thus, from a practical implication point of view, it is hoped that this study will provide guidelines to the managers of logistics services companies in capturing, measuring and analyzing customer emotional needs (Kansei), with respect to the service attributes which are highly significant to Kansei aspects.

This research aims to test the mediating role of both affective and cognitive satisfaction on the effect of service quality on loyalty. Affective satisfaction is represented by Kansei Engineering-based measures and cognitive satisfaction is represented by overall customer satisfaction. The study is based on a survey through personal interviewing and face-to-face questionnaire. There were 102 respondents from 24 hotels ranging from three-star to five-star hotels in Surabaya, Indonesia. There are four latent variables, namely, service quality, overall customer satisfaction, Kansei and loyalty. We found that both overall customer satisfaction and Kansei partially mediate the relationship between service quality and loyalty (approximately 52% mediation effects). In particular, the two mediators, namely, Kansei and overall customer satisfaction, account for 24% and 28% of the effect of service quality on loyalty, respectively. This research complements the previous research by taking into account both cognitive and affective satisfaction as mediators at the same time. It is shown that the two-mediator model fits the data better than using one mediator or no mediator. The generalisation of the results from the study is limited because of the relatively small sample size in a single service setting.