Incorporating Markov chain modelling and QFD into Kansei engineering applied to services
| Main Authors: | Hartono, Markus, Tan, Kay Chuan, Peacock , John Brian, Ishihara, Shigekazu |
|---|---|
| Format: | Article PeerReviewed application/pdf |
| Terbitan: |
Inderscience Publishers
, 2012
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| Subjects: | |
| Online Access: |
http://repository.ubaya.ac.id/27988/14/MarkusHartono_%20IJHFE_Introduction_2012.pdf http://repository.ubaya.ac.id/27988/13/MarkusHartono_%20IJHFE._2012.pdf http://www.inderscience.com/info/inarticle.php?artid=45258 http://repository.ubaya.ac.id/27988/ |
Daftar Isi:
- Instead of usability, customers today concern themselves more on satisfying their emotions/Kansei. This paper discusses an integrative framework that incorporates the Kano model, Markov chain, and quality function deployment (QFD) into Kansei engineering (KE). Its purposes are: 1 to exhibit the relationship between service performance and Kansei. 2 to enable service designers to establish the extent to which they prioritize their improvement programmes in dealing with current and future preferences. A comprehensive case study involving Indonesian, Japanese, and Singaporean tourists, was carried out. Understanding the cultural differences with respect to Kansei evaluation will yield valuable insights for international marketing strategies. Keywords: Kano model; Kansei engineering; KE; Markov chain modelling; services; emotion; Kansei; service performance; current preference; future preference; cultural differences; international marketing strategies; quality function deployment; QFD.