Abstract

The development of technology has created various type of innovative washing machine on the market. Numerous options influenced consumers’ quality expectations. Consumers’ expects more from the ever-growing number of washing machines. This research aims to identify washing machines’ quality dimensions in 4.0 industrial era and their level of importance based on the perception of a laundry business. This study used one subject, a medium-sized drop-off laundry business “X” in Bogor, Indonesia. The identification of indicators and quality dimensions was done through ad scouring process, discussion with the research team, and interviews with Laundry X. The importance level of washing machine quality dimensions was assessed using the Kano model. The results show that washing machines in the 4.0 industrial era have several superiorities in terms of customization, easiness, smartness, safety, performance, aesthetics, durability, information and service support, and environmental orientation and energy efficiency. For Laundry X, easiness, safety, performance, durability, and information & service support are the most important dimensions.

Highlights

  • The world has entered the 4.0 industrial era which can be said to be the fourth industrial revolution

  • Innovative washing machines with various models, designs, and features are readily available on the market

  • The results show that there are nine dimensions from 43 indicators, which are customization, easiness, smartness, safety, performance, aesthetics, durability, information and service support, and environmental orientation and energy efficiency

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Summary

Introduction

The world has entered the 4.0 industrial era which can be said to be the fourth industrial revolution. In this era, various devices can be interconnected [1][2] and communicate with each other [2], have intelligence and can work autonomously [2]. A washing machine is one of the household appliances that is always evolving by bringing new and smart technology. At this point, innovative washing machines with various models, designs, and features are readily available on the market. There are currently washing machines equipped with smart features that allow users to diagnose problems with the washing machine and control washing machines via smartphone

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