Human-Side Emotional Service Design for Experience-Centric Amusement Park

Hartono, Markus and Ronyastra, I Made and Fajrin, Tania Aisyah (2022) Human-Side Emotional Service Design for Experience-Centric Amusement Park. In: The Second Asia Pacific International Conference on Industrial Engineering and Operations Management Surakarta, Indonesia, September 14-16, 2021, September 14-16, 2021, Surakarta, Indonesia (Online).

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Service company puts effort on how to increase customer satisfaction and loyalty. At least, there are two main issues addressed. First, how to understand customer need and impression is critical. Second, customers expect more than they are expected. It is beyond customer satisfaction. It leads to customer delight, which it drives customer loyalty. Recent studies on human factors in services show the importance of customer emotional need as a complement to the usability and functionality of services. Hence, this study proposes an applicative framework of customer experience- centric through human-side emotional design for amusement park. A case study on the amusement park is chosen to validate the applicability of the proposed applicative framework. It contains more on emotional-based customer experiences. It is quite interesting of how to understand the customer emotional needs, analyze and prioritize strategies for the improvement plan. The purposive sampling involving 100 participants has been conducted. Kansei Engineering, SERVQUAL and Kano model were utilized. In addition, Kansei mining methodology was embedded in the applicative framework. This study found and offered 24 valid and reliable main experience-centric service attributes. The cleanliness of the area was found to be the most critical attribute. Both theoretical and practical contribution were 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: 05 Apr 2022 20:54
Last Modified: 05 Apr 2022 20:54

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