Integrated Text Mining and Kansei Engineering Methodology for Excellent Amusement Park Services

Hartono, Markus and Prayogo, Dina Natalia and Candra, Feby Juana (2022) Integrated Text Mining and Kansei Engineering Methodology for Excellent Amusement Park Services. In: The 3rd Asia Pacific International Conference on Industrial Engineering and Operations Management, Johor Bahru, Malaysia, September 13-15, 2022.

PDF Markus Hartono_Integrated Text Mining and Kansei Engineering.pdf Download (3MB)

Abstract

The excellent service with full emotional (Kansei) satisfaction for an. amusement park is a must. Today the customers expect not only for the amazing show itself, but also the friendliness of staff, the cleanliness of the area, and the benefit package for family as family is the targeted segment for any amusement park industries. In fulfilling the full satisfaction of customer, the amusement park service provider should always provide what the customer needs and close the gap between what expected and perceived by the customer. The challenge is that customer not always at the right time and moment revealing what their expectations and critics. One way to get what genuinely customer feels about the service is through the reviews gathered from social media. In addition, there will be abundant and various customer feedbacks unconstrainted by time or any pressures. Hence, we proposed text mining and Kansei Engineering methodology taken an empirical study on an amusement park services in Indonesia. It was found that the critical Kansei was “safe” and the service attribute was “the amusement park rides for family”. Adding new amusement park rides and providing its regular maintenance schedule might be considered as sufficient solutions, with regard to limited resources.

Item Type:	Conference or Workshop Item (Paper)
Subjects:	T Technology > T Technology (General) T Technology > TA Engineering (General). Civil engineering (General)
Divisions:	Faculty of Engineering > Department of Industrial Engineering
Depositing User:	Markus Hartono 61124
Date Deposited:	07 Apr 2023 02:56
Last Modified:	24 Oct 2023 05:52
URI:	http://repository.ubaya.ac.id/id/eprint/43781

Actions (login required)

View Item