Incorporating Markov chain modelling and QFD into Kansei engineering applied to services

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

doi:10.1504/ijhfe.2012.045258

Cited by 13 publications

(5 citation statements)

References 41 publications

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“…The complex customer experience and interaction with various service and product attributes is a challenge. However, KE has an ability to engage with methods and contexts which humans are involved using their five senses [8]. In other words, products or services will be more of effectively emotionally perceived once they are linked to visual, auditory, tactile, olfactory, and gustatory domains.…”

Section: Kansei Engineeringmentioning

confidence: 99%

Kansei engineering and product-service systems (KEPSS) integrative framework for customer-centered experience

Hartono¹

2022

INTERNATIONAL CONFERENCE ON INFORMATICS, TECHNOLOGY, AND ENGINEERING 2021 (InCITE 2021): Leveraging Smart Engineering

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This study introduces a conceptual integrative framework of Kansei Engineering (KE) and product-service systems (PSS) for customer-centered experience, known as KEPSS. Product or service alone is sometimes difficult to judge. With respect to more complex mixture of product and service experience, more comprehensive method is required to understand the total customer experience better. Usability or functionality with full of cognitive process is insufficient.Recent study shows that affect or Kansei is found to be stronger customer feedback due to perceived product and/or service performance. Hence, this study highlights the importance of customer emotional satisfaction (affect/Kansei) incorporated into the improvement of a bundle of products and services for customer experience. A holistic customer experience is deemed to be a critical success key. An illustrative example is provided to show the applicability of the proposed framework. Hence, by taking into account more complex offer consisting of combined products and services which indulge customer emotional satisfaction and delights, this study provides both potential theoretical and practical contributions.

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Section: Kansei Engineeringmentioning

confidence: 99%

Kansei engineering and product-service systems (KEPSS) integrative framework for customer-centered experience

Hartono¹

2022

INTERNATIONAL CONFERENCE ON INFORMATICS, TECHNOLOGY, AND ENGINEERING 2021 (InCITE 2021): Leveraging Smart Engineering

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“…The practical implications of this study offer useful insights for product designers in considering cognitive aspects and also aid in identifying items for consideration in continuous improvement or planning as well as product development. The affective process refers to the emotional responses in a user's perceptions and feelings, and, thus, all of the processes related to usability rely on cognitive processing, whereas the semantic form uses affective processing (Hartono 2012).…”

Section: Overall Usability Model On E-learning and E-commerce Websitesmentioning

confidence: 99%

The effect of cognitive and affective aspects on usability

Prastawa

Ciptomulyono

Laksono-Singgih

et al. 2019

Theoretical Issues in Ergonomics Science

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a industrial engineering, institut Teknologi sepuluh nopember, surabaya, indonesia; b industrial engineering, universitas Diponegoro, semarang, indonesia; c industrial engineering, university of surabaya, surabaya, indonesia ABSTRACT Studies on customer's needs, desires and preferences have become highly important in the product design and development process. One consideration in usability is the cognitive aspect, which is related to the accommodation and evaluation of human cognitive capabilities, limitations and tendencies. In addition to the cognitive aspect, a recent study has shown that the affective aspect has been considered in the evaluation of product usability. Thus, both cognitive and affective aspects are deemed to be important for product design and the development process. Inherently, both aspects deliver complete human and product interaction and experience. However, studies that consider the affective process as a complement to the cognitive process for usability are relatively rare. To address this gap, this study discusses how an integrative framework of the cognitive and affective aspects can be applied to a product for usability assessment via empirical studies on e-commerce and e-learning platforms. The sample involved 230 respondents, using purposive sampling. The result shows that both cognitive and affective aspects have a significant effect, although with different weights. The affective aspect has been shown to improve product usability and user's acceptance. Relevance to human factors/Relevance to ergonomics theoryThis study takes the form of both cognitive and affective ergonomics associated with usability. One consideration in usability evaluation is the cognitive aspect, which is related to the accommodation and evaluation of human cognitive capabilities, limitations, and tendencies. In addition to that, a recent study has shown that the affective aspect has been considered in the evaluation of product and service usability. It shows both cognition and affect as the main focus in human centered design have been taken into account for product and service interaction.This research offers significant contributions. First, the findings can be used to determine the proportion of cognitive and affective aspects in product and service design, particularly those are related to usability evaluation. Product and service designers can gather feedbacks ARTICLE HISTORY

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“…Schütte (2002) discussed three possible ways to combine Kansei engineering with QFD. Hartono et al (2012) employed Kano model, Markov chain modelling, QFD and Kansei engineering in service design. In their study, the Kano model and Kansei engineering were used to determine the significance of Kansei responses.…”

Section: Combining Kansei Engineering With Qfdmentioning

confidence: 99%

A methodology of integrating affective design with defining engineering specifications for product design

Jiang

Kwong

Liu

et al. 2014

International Journal of Production Research

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Affective design and the determination of engineering specifications are commonly conducted separately in early product design stage. Generally, designers and engineers are required to determine the settings of design attributes (for affective design) and engineering requirements (for engineering design), respectively, for new products. Some design attributes and some engineering requirements could be common. However, the settings of the design attributes and engineering requirements could be different because of the separation of the two processes. In previous studies, a methodology that considers the determination of the settings of the design attributes and engineering requirements simultaneously was not found. To bridge this gap, a methodology for considering affective design and the determination of engineering specifications of a new product simultaneously is proposed. The proposed methodology mainly involves generation of customer satisfaction models, formulation of a multi-objective optimisation model and its solving using a chaos-based NSGA-II. To illustrate and validate the proposed methodology, a case study of mobile phone design was conducted. A validation test was conducted and the test results showed that the customer satisfaction values obtained based on the proposed methodology were higher than those obtained based on the combined standalone quality function deployment and standalone affective design approach.

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Incorporating Markov chain modelling and QFD into Kansei engineering applied to services

Cited by 13 publications

References 41 publications

Kansei engineering and product-service systems (KEPSS) integrative framework for customer-centered experience

Kansei engineering and product-service systems (KEPSS) integrative framework for customer-centered experience

The effect of cognitive and affective aspects on usability

A methodology of integrating affective design with defining engineering specifications for product design

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