Integration of Text Mining, Railqual, Kano model, and Kansei Engineering for Train Service Excellence

Hartono, Markus and Prayogo, Dina Natalia and Saylendra, Gusti Anandia (2022) Integration of Text Mining, Railqual, Kano model, and Kansei Engineering for Train Service Excellence. In: IEEE International Conference on Industrial Engineering and Engineering Management (IEEE IEEM) 2022, 07-10 December 2022, Kuala Lumpur, Malaysia.

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Customer satisfaction is insufficient. It applies to all service industries including train services. Apart from weather conditions and safety issues, the challenges faced by train services are improving passenger comfort, sense of well- being, and emotional satisfaction. How to understand and satisfy the customer emotional needs is critical. Conventional methods such as survey and interview sometimes bring shortcomings. Hence, this study proposes the integrated approach of text mining, Railqual, Kano model, and Kansei Engineering (KE) in train services. Text mining is inserted in the KE methodology to refine the more representative Kansei words and service attributes experienced. The finding shows that there were 8 final Kansei words, namely, clean, extraordinary, comfortable, spacious, modern, friendly, cool, and cheap. Related to critical train service attributes, there were 3 items i.e., comfortable temperature in train, politeness of staff, and good quality meals served in train. Surely, the continuous scheduled air conditioner maintenance, training “dealing with people” for staff, and food supplier evaluation should be prioritized.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: Text Mining, Kansei Engineering, Railqual, Kano, Train Services
Subjects: T Technology > TA Engineering (General). Civil engineering (General)
Divisions: Faculty of Engineering > Department of Industrial Engineering
Depositing User: Markus Hartono 61124
Date Deposited: 26 Jan 2023 01:47
Last Modified: 26 Jan 2023 01:47

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