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

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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: 19 Jun 2013 03:05
Last Modified: 19 Jun 2013 04:59
URI: http://repository.ubaya.ac.id/id/eprint/3482

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