An integrative fuzzy Kansei Engineering and Kano model for logistics services

Hartono, Markus and Tan, Kay Chuan and Prayogo, Dina Natalia and Santoso, Amelia (2017) An integrative fuzzy Kansei Engineering and Kano model for logistics services. International Conference on Informatics, Technology and Engineering (InCITE). (In Press)

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Nowadays, customer emotional needs (known as Kansei) in product and especially in services become a major concern. One of the emerging services is that logistics services. In obtaining a global competitive advantage, logistics services should understand and satisfy their customer affective impressions (Kansei). How to capture, model and analyze the customer emotions has been well structured by Kansei Engineering, equipped with Kano model to strengthen its methodology. However, its methodology lacks of the dynamics of customer perception. More specifically, there is a criticism of perceived scores on user preferences, in both perceived service quality and Kansei response, whether they represent an exact numerical value. Thus, this paper is proposed to discuss an approach of fuzzy Kansei in logistics service experiences. A case study in IT-based logistics services involving 100 subjects has been conducted. Its findings including the service gaps accompanied with prioritized improvement initiatives are discussed.

Item Type: Article
Subjects: T Technology > TA Engineering (General). Civil engineering (General)
Divisions: Faculty of Engineering > Department of Industrial Engineering
Depositing User: Markus Hartono 61124
Date Deposited: 28 Aug 2017 06:11
Last Modified: 24 Mar 2021 15:38

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