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

Hartono, Markus and Tan, Kay Chuan and Peacock , John Brian and Ishihara, Shigekazu (2012) Incorporating Markov chain modelling and QFD into Kansei engineering applied to services. International Journal of Human Factors and Ergonomics, 1 (1). pp. 74-97. ISSN 2045-7812

This is the latest version of this item.

[img]
Preview
PDF
MarkusHartono_ IJHFE_Introduction_2012.pdf

Download (140Kb) | Preview
[img]
Preview
PDF
MarkusHartono_ IJHFE._2012.pdf

Download (435Kb) | Preview
Official URL: http://www.inderscience.com/info/inarticle.php?art...

Abstract

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.

Item Type: Article
Uncontrolled Keywords: Kano model; Kansei engineering; KE; Markov chain modelling; services; emotion; Kansei; service performance; current preference; future preference; cultural differences; international marketing strategies; qualityfunction deployment; QFD.
Subjects: T Technology > TA Engineering (General). Civil engineering (General)
Divisions: Faculty of Engineering > Department of Industrial Engineering
Depositing User: Markus Hartono 61124
Date Deposited: 21 Jun 2016 05:15
Last Modified: 22 Jun 2016 02:19
URI: http://repository.ubaya.ac.id/id/eprint/27988

Available Versions of this Item

Actions (login required)

View Item View Item