Applying Kansei Engineering, the Kano model and QFD to services

Hartono, Markus; Chuan, Tan Kay; Peacock, John

doi:10.1504/ijsem.2013.054958

Cited by 17 publications

(20 citation statements)

References 34 publications

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“…This study was carried out as an extension of previous research on KE, Kano and QFD applied in services (see Hartono et al, 2013). By looking at logistics services, this study hoped to contribute to the efficiency of logistics performance.…”

Section: Discussionmentioning

confidence: 99%

How Kansei Engineering, Kano And QFD can Improve Logistics Services

Hartono¹,

Santoso²,

Prayogo³

2017

IJTech

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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.

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Section: Discussionmentioning

confidence: 99%

How Kansei Engineering, Kano And QFD can Improve Logistics Services

Hartono¹,

Santoso²,

Prayogo³

2017

IJTech

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“…It is something which is not verbally asked by the customers, however, a little fulfillment will bring significant satisfaction level [2]. The attractive Kano's category [A] is deemed to be an antecedent of Kansei [7]. Apart from attractive category, Kano model has two more main categories, namely, (i) basic/must-be category [M], and (ii) one-dimensional category [O].…”

Section: Kansei Engineering Kano and Trizmentioning

confidence: 99%

The extended framework of kansei engineering, kano and TRIZ applied to logistics services

Hartono

Santoso

Prayogo

et al. 2017

2017 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM)

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-As one of the most rapidly growing service sectors in today's business, providing excellent quality in logistics services is a must. In services, recent research shows that affect/emotion (known as Kansei) and Kano's attractive performance are deemed to be sensitive in dealing with total satisfaction, rather than usability and functionality. However, the ideas for service improvement are often contradictory. Hence, this study proposes an integrated model of Kansei Engineering and Kano incorporating TRIZ (Teoriya Resheniya Izobretatelskikh Zadach) which contributes to the improvement of logistics services. A case study in IT-based logistics services has been conducted. The service attribute 'cleanliness of helmet for customer' has been regarded as the most critical, which dealt with Kansei professional, innovative, cheap, and precise. In addition, the modularity-based helmet cover and inner sponge has been proposed for TRIZ-based improvement.

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“…Positive customer perceptions impact both cognitive and emotional satisfaction, known as total customer satisfaction. For understanding customers' emotional needs in product/service design and development, Kansei Engineering has been intensively used (Nagamachi, 1995;Hartono et al, 2013) as a quality management system that grasps the customer's emotions and improves the quality level to always satisfy them. The application of Kansei Engineering in the service industry is relatively new.…”

Section: Introductionmentioning

confidence: 99%

“…In service context, delighted customers refer to the ones who show their utmost positive emotions. Through a Kansei Engineering methodology (Hartono & Tan, 2011;Hartono et al, 2013), critical service attributes with the highest impact on Kansei (categorized as attractive [A] in the Kano model), widest negative gap in service performance, and largest number of Kansei influenced, will be prioritized for improvement. Determining how to fulfil the needs for improvement is then explored via the intensive use of the House of Quality (HoQ) matrix (Tan & Pawitra, 2001;Hartono et al, 2013).…”

mentioning

confidence: 99%

“…Through a Kansei Engineering methodology (Hartono & Tan, 2011;Hartono et al, 2013), critical service attributes with the highest impact on Kansei (categorized as attractive [A] in the Kano model), widest negative gap in service performance, and largest number of Kansei influenced, will be prioritized for improvement. Determining how to fulfil the needs for improvement is then explored via the intensive use of the House of Quality (HoQ) matrix (Tan & Pawitra, 2001;Hartono et al, 2013). However, service design and improvement mostly rely on inspiration, the past experiences of service designers, and similar existing designs, which is a weakness in service design (Chai et al, 2005).…”

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confidence: 99%

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The Extended Integrated Model of Kansei Engineering, Kano, and TRIZ Incorporating Cultural Differences into Services

Hartono¹

2016

IJTech

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The fulfilment of customers' emotional needs (Kansei in Japanese) tends to be highly expected, especially in growing industries such as the service industry. Recent research shows that emotion is just as important as cognition in service-related encounters. Thus, service providers should not overlook the significant roles of both emotional and cognitive aspects in achieving service excellence for customers. In modeling how to capture and translate customers' emotional needs into services, Kansei Engineering (KE) is used. This study aims to integrate Kansei Engineering with the Kano model and the Theory of Inventive Problem Solving (TRIZ). The Kano model is used to identify the relationship between service attribute performance and customer satisfaction, whereas TRIZ is utilized subsequently to generate designs for improvement with the lowest contradiction between the proposed service design solutions. Due to relatively unexplored cultural differences in Kansei research, cultural factors are also considered and incorporated into the integrated model. It is hoped that further insight into the emotional needs of customers from different cultural backgrounds will be better understood, so that the improvement strategies will be suitable. In addition, to illustrate the applicability of the integrated model, an empirical study in a medium-sized restaurant that takes into account both Indonesian and non-Indonesian customers will be discussed.

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Applying Kansei Engineering, the Kano model and QFD to services

Cited by 17 publications

References 34 publications

How Kansei Engineering, Kano And QFD can Improve Logistics Services

How Kansei Engineering, Kano And QFD can Improve Logistics Services

The extended framework of kansei engineering, kano and TRIZ applied to logistics services

The Extended Integrated Model of Kansei Engineering, Kano, and TRIZ Incorporating Cultural Differences into Services

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