Abstract
Previous studies in Kansei Engineering have focused on product design and development incorporating customer emotional needs and extended to service design and improvement considering service quality tools to enhance the Kansei Engineering methodology. However, a little attention has been paid to modify the effectiveness of the proposed improvement strategies. This study has developed an integrative model of Kansei Engineering and robust design methodology to strengthen the applicability of Kansei Engineering method in services. An illustrative case study in logistics services has been discussed, as one of the prominent and fastest growing business sectors in Indonesia. The expected contributions in theory and practice are expressed in this paper.
Highlights
Products and services are deemed useful and beneficial when they fit to customer need and requirement
A study of how KE is engaged with robust-based methodology for logistics service design is of highly interesting and will be discussed in this paper. This objective of this study is to propose an integrative model of Kansei Engineeringbased robust design for logistics services and discuss its potential applicability by providing an illustrative numerical example
This study proposes an integrative model of Kansei Engineering, Kano and SERVQUAL incorporating robust design methodology for service design and improvement
Summary
Products and services are deemed useful and beneficial when they fit to customer need and requirement. The robustness using Taguchi method in the Kansei Engineering applied in services has been explored by Hartono [11]; more recently the service improvements have been extended through a relatively more structured methodology incorporating Taguchi principle [12]. A study of how KE is engaged with robust-based methodology for logistics service design is of highly interesting and will be discussed in this paper. This objective of this study is to propose an integrative model of Kansei Engineeringbased robust design for logistics services and discuss its potential applicability by providing an illustrative numerical example. Some prominent service quality tools are included, e.g., SERVQUAL, Kano model and House of Quality (HOQ)
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