How Kano’s Performance Mediates Perceived SERVQUAL Impact on Kansei

Hartono, Markus (2018) How Kano’s Performance Mediates Perceived SERVQUAL Impact on Kansei. In: 2018 IEEE International Conference on Industrial Engineering & Engineering Management. IEEE, Singapore, pp. 1568-1572. ISBN 978-1-5386-6786-6

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Through Kansei Engineering (KE) methodology in services, the perceived service quality shows a direct impact on Kansei response. In order to strengthen the KE methodology, Kano model is embedded considering the attractive [A] and one-dimensional [O] performances. However, to what extent the Kano performance brings significant impact on Kansei is questionable and has not been explored yet. It is beneficial to measure the effort spent to improve a certain service attribute, considering the Kano performance and its impact on Kansei. This study on logistics services confirms that the Kano’s attractive category [A] shows the highest impact on Kansei (with loading of 0.502), followed by one-dimensional [O] and must-be [M] ones (with loadings of 0.514 and 0.507), respectively. The service provider should prioritize Kano’s [A] service attributes first for improvement. Keywords - Kano, logistics services, Kansei, SERVQUAL

Item Type: Book Section
Uncontrolled Keywords: kano, logistics services, Kansei, SERVQUAL
Subjects: T Technology > TA Engineering (General). Civil engineering (General)
Divisions: Faculty of Engineering > Department of Industrial Engineering
Depositing User: Markus Hartono 61124
Date Deposited: 16 Jan 2019 08:13
Last Modified: 24 Mar 2021 15:59

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