Revising the interrelationship matrix of house of quality by the Kano model

Shahin, Arash; Ebrahimi, Sima

doi:10.1108/tqm-11-2019-0267

Cited by 16 publications

(9 citation statements)

References 44 publications

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“…The TV features of screen, remote control (remote), cable, and application (app) were determined as the target product features. These represent the key components of smart TVs that have been mainly addressed from the customer perspective in previous studies targeting smart TVs [29], [30]. In the case study, the sub-features of these four target features were identified based on their contextual meanings in review sentences.…”

Section: Case Studymentioning

confidence: 99%

Contextual Meaning-Based Approach to Fine-Grained Online Product Review Analysis for Product Design

Park,

Joung

2024

IEEE Access

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Customers share their opinions about a product through online reviews. Companies incorporate customer opinions into product design to increase customer satisfaction and market success. Many studies have attempted to analyze customer opinions on specific product features. However, these studies do not attempt to understand the actual intent of customers when mentioning a product feature in the context of a review. To overcome this limitation, this study develops a contextual meaning-based approach that considers the contextual meanings of product features in reviews. This approach enables a deeper understanding of the intent behind the target features of a product. First, a large language model-based word embedding model and clustering algorithms are introduced to divide product features into sub-features based on contextual meanings. Second, a new method is developed for creating a contextual word map to interpret the clustering results. Third, a sentiment analysis is performed to evaluate customer satisfaction for each sub-feature using BERT. A case study of a television product was conducted to demonstrate the applicability of the developed approach. The results showed that, unlike in other studies, several sub-features were identified from four targeted TV features based on their contextual meanings. Furthermore, customer satisfaction was evaluated for each sub-feature. This study is the first attempt at providing a fine-grained online product review analysis based on unsupervised learning to clarify meanings according to the context. The developed approach can be useful for determining detailed directions for improvement in the product design process and is expected to offer a new perspective.INDEX TERMS Bidirectional encoder representations from transformers (BERT), contextual meaning, customer opinion, online product review, polysemy word, product design, product feature, sentiment analysis, sub-feature identification, television (TV).

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Section: Case Studymentioning

confidence: 99%

Contextual Meaning-Based Approach to Fine-Grained Online Product Review Analysis for Product Design

Park,

Joung

2024

IEEE Access

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“…Metode Kano diterapkan pada layanan jasa untuk mengkasifikasikan kebutuhan pelanggan dan menganalisis kepentingan atribut layanan (Yeh dan Chen, 2014). Integrasi Kano dan QFD juga telah banyak dilakukan dengan menginputkan consumer requirement yang didapatkan dari pengukuran kepuasan pelanggan kedalam matriks House of Quality (Ji et al, 2014;Shahin dan Ebrahimi, 2020).…”

Section: Pendahuluanunclassified

“…Atribut-atribut tersebut antara lain must-be requirements (pemenuhan terhadap atribut ini tidak menambah kepuasan pelanggan, akan tetapi jika atribut ini tidak terpenuhi maka pelanggan akan merasa kecewa), one-dimensional requirements (semakin tinggi pemenuhan terhadap atribut ini, maka akan semakin tinggi pula tingkat kepuasan pelanggan), attractive requirements (peningkatan kepuasan pelanggan akan terjadi jika atribut ini terpenuhi, tetapi kepuasan pelangan tidak akan mengalami penurunan apabila atribut ini tidak terpenuhi), indifferent merupakan kategori yang tidak memberikan pengaruh pada kepuasan konsumen baik pemenuhannya tersedia ataupun tidak, reverse atau kebalikan dari kategori one-dimensional merupakan kategori yang memberikan kepuasan konsumen yang lebih tinggi apabila atribut tidak terpenuhi atau layanan berjalan tidak semestinya dan kategori questionable yaitu kategori di mana kadang konsumen merasa puas dan tidak puas jika layanan itu diberikan atau tidak diberikan (ragu-ragu). Hasil dari pengkategorian Kano digunakan untuk pertimbangan dalam pengadopsian strategi dan penciptaan nilai untuk pemenuhan kepuasan pelanggan (Yang dan Yang, 2011;Vaziri dan Beheshtinia, 2016) dan dapat diintegrasikan dengan metode QFD dalam perhitungan bobot matriks House of Quality (Shahin dan Ebrahimi, 2020).…”

Section: Kanounclassified

Integrating Servqual-Kano-QFD for Social Insurance Service Quality Improvement in Surabaya

Pratiwi

2021

JMTT

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For companies engaged in the service-providing sector, good service by meeting customer's desires and needs is a must in order to thrive competitively. This case study was conducted on service provided by the government social insurance company engaged in traffic accident insurance services in Surabaya. As an industry that provides service, customer satisfaction is of importance in order to gain trust from the public, reduce negative opinion in public, and support the objective of good governance. This study integrated the SERVQUAL-Kano method to evaluate customer satisfaction concerning 18 service attributes related to service provided by the social insurance company. Further efforts were then made to find solutions for service attributes with low satisfaction scores by using the Quality Function Deployment (QFD) method. Therefore, the results can help to improve the quality of service. The results were in the form of a priority improvement design for strategic decision recommendations that can be implemented by the company to increase customer satisfaction.

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“…In the present study, HOQ can be used to link the I4.0 implementation barriers with its technical requirements. QFD allows understanding all functional fields at each organizational level that helps in making improvements for goal achievement (Shahin and Ebrahimi, 2021). It is expected that the outcomes of the QFD application will facilitate the I4.0 implementation by MSMEs.…”

Section: Introductionmentioning

confidence: 99%

Prioritising the determinants of Industry-4.0 for implementation in MSME in the post-pandemic period – a quality function deployment analysis

Agarwal

Ojha

2022

TQM

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PurposeMicro, Small, Medium Enterprises (MSMEs) are witnessing an accelerated transformation by the advent of Industry-4.0 (I4.0) in the post-pandemic period. It is offering promising customer responsiveness, competitiveness, business growth and sustainability and thereby, compelling its integration to MSMEs. Therefore, it is imperative for researchers to explore Industry 4.0 challenges and their specific implementation requirements and also provide useful insights to the stakeholders.Design/methodology/approachThis research paper has identified, explained and analysed various determinants of the I4.0 implementation, in MSME context. Focus group approach has been applied for taking inputs from experts for developing the House of Quality (HOQ) tool of the Quality Function Deployment (QFD) methodology from the Total Quality Management (TQM) tool-box.FindingsBased on the responses and after applying QFD, a conceptual model suggesting relevant strategies to execute I4.0 by Indian MSMEs has been developed. The model highlights three key challenges being faced by the Indian MSMEs –Top management support, Incompatible resources and Transition cost. The model also reveals vital few designer's descriptors – Cultural reorientation, IT enabled digitization, Process automation and knowledge and skill in I4.0 implementation (Knowhow) for a structured implementation of I4.0.Practical implicationsThe evolved HOQ framework has provided some useful insights - priority areas in the MSME challenges and the designer's descriptors for I4.0 implementation in MSME. The research has also provided the understanding of the dynamics between the I4.0 components through the 10 × 10 interrelationship matrix of the HOQ. Farsighted MSME leaders, practising consultants, sourcing managers and policy makers can use the developed framework as a reference in formulating tactics to mitigate the I4.0 implementation barriers.Originality/valueThe non-conventional application of HOQ in the QFD approach from the TQM tool-box is a useful value addition to the TQM practitioners. The useful insights to the MSME leaders, policy makers, sourcing managers of OEM, consultants engaged in I4.0 transformation and academic researchers are the other contribution.

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Revising the interrelationship matrix of house of quality by the Kano model

Cited by 16 publications

References 44 publications

Contextual Meaning-Based Approach to Fine-Grained Online Product Review Analysis for Product Design

Contextual Meaning-Based Approach to Fine-Grained Online Product Review Analysis for Product Design

Integrating Servqual-Kano-QFD for Social Insurance Service Quality Improvement in Surabaya

Prioritising the determinants of Industry-4.0 for implementation in MSME in the post-pandemic period – a quality function deployment analysis

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