Analysis of Customers' Emotional Preferences Using Kansei Engineering and AHP

Abstract

Helpdesk application plays an important role to support business process in an enterprise such as PT. INTI Indonesia. Helpdesk has a function in providing better customers' service in order to help customers get solutions about products they used. This research attempted to develop PT. INTI's helpdesk application based on customers' emotional preferences using Kansei Engineering and Analytic Hierarchy Process (AHP). Kansei Engineering was used in this research to analyze helpdesk application's emotional factors shown by Kansei Words, and gave a recommendation of helpdesk application for PT. INTI. AHP was applied to product analysis to reinforce the kansei analysis. This research observed four main customers' emotional factors selected from twenty Kansei Words, and recommends a conceptual design elements for designing a new helpdesk application based on customers' emotional factor of ‘artistic’.