Kansei-based Mining and Robust Design for Internet Service Provider

Hartono, Markus and Santoso, Amelia and Prayogo, Dina Natalia and Salsabila, Aisyah (2022) Kansei-based Mining and Robust Design for Internet Service Provider. In: 2021 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM), 13 - 16 December 2021, Singapore (online).

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Abstract

Customer emotional satisfaction (known as Kansei) and retention is deemed to be vital for all service businesses including for the high-tech services such as Internet Service Providers (ISPs). Functionality and usability attributes such as network quality and connection speed are regarded as basic requirement. However, there has been little attention and academic research to evaluate the importance of perceived ISPs’ service quality on customer emotional need and satisfaction (Kansei). Hence, more Kansei-based offerings are required as more service performance and delivery to obtain customer emotional satisfaction. Moreover, due to customer dynamics, more representative Kansei and robust solution are expected. This study discusses how Kansei-based mining design is proposed and enhanced by Taguchi methodology for robustness of improvement strategy. Both theoretical and practical implications are 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:	06 Mar 2022 05:48
Last Modified:	29 Mar 2023 02:00
URI:	http://repository.ubaya.ac.id/id/eprint/41459

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