The development of Kansei-based mining model for robust service design

Hartono, Markus (2021) The development of Kansei-based mining model for robust service design. In: Joint International Conference of The 2nd International Conference on Industrial and System Engineering (IConISE) and The 7th Annual Conference on Industrial and System Engineering (ACISE) , 22th-23th July 2020, Surabaya, Indonesia.

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This study proposes a model which shows the importance of Kansei Engineering (KE) methodology in supporting the design of robust services. The KE methodology is enhanced by the Kansei-based mining process, SERVQUAL, and Kano categorization in order to conceptualize robust service design and development. Due to complexity and contextual based, Kansei words as emotion representative are usually formed in fuzzy and abstract terms. It may lead to ambiguous and unclear meaning. Mapping and structuring more representative Kansei is needed. Hence, through Kansei mining system, historical data includes customer Kansei feedbacks are critical. KE model incorporating Kansei mining process followed by expected contribution which captures more organized and captured Kansei of product and service experience is proposed and discussed.

Item Type: Conference or Workshop Item (Paper)
Subjects: T Technology > TA Engineering (General). Civil engineering (General)
Divisions: Faculty of Engineering > Department of Industrial Engineering
Depositing User: Markus Hartono 61124
Date Deposited: 22 Mar 2021 02:29
Last Modified: 24 Mar 2021 16:34

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