Kansei-based Mining and Robust Design for Internet Service Provider

Abstract

Customer emotional satisfaction (known as Kansei) and retention is deemed to be vital for all service businesses including for the high-tech services such as Internet Service Providers (ISPs). Functionality and usability attributes such as network quality and connection speed are regarded as basic requirement. However, there has been little attention and academic research to evaluate the importance of perceived ISPs' service quality on customer emotional need and satisfaction (Kansei). Hence, more Kansei-based offerings are required as more service performance and delivery to obtain customer emotional satisfaction. Moreover, due to customer dynamics, more representative Kansei and robust solution are expected. This study discusses how Kansei-based mining design is proposed and enhanced by Taguchi methodology for robustness of improvement strategy. Both theoretical and practical implications are discussed.

Integration of Text Mining, Railqual, Kano Model, and Kansei Engineering for Train Service Excellence

“…Following the previous study [2], Kano categorization and calculation of satisfaction score are done. Regarding the Kano categorization, this study focuses only on one dimensional (O) and attractive (A) as they are source of innovative improvement.…”

“…According to the previous study of KE in services considering more representative Kansei [2], it is still huge opportunity to extend the study into other different service settings. Since the issues on comfort and safety of transportation modes, it is a challenge to promote the modified KE methodology in the train services.…”

“…Hence, more sophisticated yet affordable approach is needed. According to study by Hartono et al [2], due to customer dynamics, more representative customer needs especially the emotional needs are required. In addition, there has been little academic exploration and study in evaluating the importance of perceived railway passenger service quality on emotions.…”

Optimizing bandwidth utilization and traffic control in ISP networks for enhanced smart agriculture

“…In cases multiple paths exist within the provider network leading to a specific destination, the routing protocol plays a crucial role in selecting the optimal path. Numerous routing protocols, such as Open Shortest Path First (OSPF), Intermediate System to Intermediate System (IS-IS), Routing Information Protocol (RIP), and Border Gateway Protocol (BGP), are available, each with its own metric for path selection [14,15]. These metrics vary; some, like RIP, depend on hop count, while others, like IS-IS, involve a configurable cost value.…”