Recent studies show that products and services hold great appeal if they are attractively designed to elicit emotional feelings from customers. Kansei engineering (KE) has good potential to provide a ...competitive advantage to those able to read and translate customer affect and emotion in actual product and services. This study introduces an integrative framework of the Kano model and KE, applied to services. The Kano model was used and inserted into KE to exhibit the relationship between service attribute performance and customer emotional response. Essentially, the Kano model categorises service attribute quality into three major groups (must-be M, one-dimensional O and attractive A). The findings of a case study that involved 100 tourists who stayed in luxury 4- and 5-star hotels are presented. As a practical matter, this research provides insight on which service attributes deserve more attention with regard to their significant impact on customer emotional needs.
Statement of Relevance: Apart from cognitive evaluation, emotions and hedonism play a big role in service encounters. Through a focus on delighting qualities of service attributes, this research enables service providers and managers to establish the extent to which they prioritise their improvement efforts and to always satisfy their customer emotions beyond expectation.
Considering the human-centered design, this paper shows a modified-integrated approach of how to quantify the impact of perceived Kano's attractive services on perceived emotional satisfaction ...(Kansei), followed by the formulation of innovative ideas for sustainable services using TRIZ (known as Theory of Inventive Problem Solving). The Kano's attractive service attribute is deemed to be a significant emotional booster (known as Kansei). Kansei Engineering (KE) is used to highlight the level of customer emotional satisfaction due to perceived service offerings. For the past seven years, there has been a rapid concern in Kansei Engineering (KE) in services. However, previous research of KE has mainly focused on the improvement and analysis of general service domains. There is little attention to sustainable services. Hence, this study provides a modified KE-based approach and aims to understand and satisfy customer emotional needs (Kansei) considering the social, environmental and economic performance. An empirical study in an international airport lounge and lobby services was conducted to confirm the applicability of the proposed model. Purposive sampling through in-depth-interview and face-to-face questionnaires which involved 100 valid subjects was used. Theoretically, these studies show the importance of Kansei's role in sustainable service development, highlighting more innovative and breakthrough solutions with less contradiction and “true-meaning” of Kansei. Practically, it provides a guideline for service designer and manager in identifying which attractive-based service attributes need to be prioritized considering Kansei satisfaction.
•A modified integrative Kansei Engineering-based approach incorporating Kano's performance categories and TRIZ (Theory of Inventive Problem Solving) principles.•Customer Kansei satisfaction considering sustainability dimensions (social, environmental and economic performance).•Confirmatory mechanism for “true meaning” of Kansei linear model as a function of perceived service attributes .•Kansei role in sustainable service development provides more innovative and breakthrough solutions with less contradiction and “true-meaning” of Kansei.•A practical guideline for service providers in prioritizing the critical service attributes with regard to Kansei satisfaction.
Nowadays, research on anthropometry becomes more essential, and yet, it is critical due to its implication and contribution to product and system design. Since it deals with human capability and ...limitation on physical activities, its role becomes more important, especially, when it comes to the needs for special populations. This study provides a comparative study between elderly and children anthropometry using Drillis and Contini approach incorporating Chinese and non-Chinese ethnic groups. More than 1000 subjects involved in this study. After the data refinement process, there were 498 valid data for children (i.e., 98 Chinese male, 136 non-Chinese male, 134 Chinese female, and 130 non-Chinese female), and 556 valid data for elderly (i.e., 186 Chinese male, 148 non-Chinese male, 115 Chinese female, and 107 non-Chinese female).
In general, the finding shows that elderly (both male and female, both Chinese and non-Chinese) tends to have similar size and pattern with adult. Whilst, male and female children of 6–9 years sub-group (both Chinese and non-Chinese sub-group) tend to have higher weight ratio, compared to elderly and the children of 10–12 years sub-group. It was easily recognized that the children tend to have higher rate for limb segments compared to other body dimensions. At all sample groups, the eye height and shoulder height were found to be highly correlated with stature. Moreover, related to body weight, all samples show that thigh thickness and abdominal depth were deemed to be significant measures to be associated with.
The expected contribution of this study is that to update the Indonesian special population anthropometry and to identify which measures are significantly associated with stature and weight, respectively with regard to different special population and given limited anthropometric data. Practically, given the data of stature and body weight, product designer can predict the anthropometric characteristics for special population.
•A study on anthropometry for special population raises more attention.•Body weight and stature are found to be good predictors for limb segments.•Body dimensions can be predicted, given the current anthropometric characteristics.•Special populations have special anthropometric characteristics.•Ethnic groups play major role in anthropometry.
It is a challenge for the designer and user in compromising a perfect fit of fashion. This study addresses the awareness of users and development of two different methods for the fitting of a fashion ...product. The first one, it is an individual anthropometric measurement, whereas the second one is assisted anthropometric measurement. Based on the Focused Group Discussion (FGD), it showed that the virtual fashion technology was perceived as something new and prospective in the future fashion industry. Through the virtual prototyping using CLO3D, it was found that the result had relatively the same as the manual measurement. The virtual one has reduced measurement and lead time significantly. In other words, the virtual measurement is deemed to be a time-saving process, promoting “fitting the product to the user” principle. This study supports a good communication bridge between users and designers through the 3D virtual clothing process, and also contributes to Indonesian anthropometry updates.
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.
A study on the intervention of human factors engineering (known as ergonomics) on sustainable living based on biopsychological needs was conducted, taking samples of small housing inhabitants. In ...total, 90 participants were involved. Those who were living in small housings have a significant challenge of how to live comfortably given very limited space. The measurement of the quality of human life through WHOQOL-BREF (World Health Organization Quality of Life-BREF) and ergonomics-based usability were used to describe the current human well-being satisfaction, to propose the modified physical facilities, and to validate the proposed design and improvement. The findings showed that all implemented improvements have supported the inhabitant’s quality of life.
Hatsune Miku is the first virtual singer who is currently achieving success, even up to the world level. Miku has a large number of fansbase, like a famous singer. Its popularity also helps Crypton ...Future Media, as the company maker of Miku, to collaborate, forming a supply chain partnership with several big companies, to bring Miku into real products, which fans can have. This literature review explores this literature study explores Miku's development ever since it was created, until it became famous, and gave rise to a unique supply chain partnership. Researcher using systematic literature review method, with the aim of understanding how big the impact of Supply Chain Partnership and Market Driven from the success of virtual singer Hatsune Miku to consumer behavior, both from the general public and fans. The impact of this unique supply chain partnership is to make consumers loyal and feel close.
It had been known that the main objective of adding service was creating value to improve customer satisfaction. Therefore, if customer satisfaction was plotted in time series variable, service ...reliability function was reflected. The benefits obtained from understanding the service reliability function were knowing the trend of service life cycle and analyzing the time to react for service in order that the company could offer service innovation before the service became unfavorable. This research was aimed to analyze service reliability function by using the definition concept of product reliability function which was called survival analysis. To reduce bias data because of linguistic variable such as customer satisfaction, fuzzy logic was used in this research. The data was collected by doing a survey to 100 SAMSAT customers about their satisfaction. SAMSAT is a public unit giving service in tax. Then, fuzzied customer satisfaction was plotted in time series to describe the survival analysis of service. In other words, the plotting result was used to determine the right time for innovating service. So, the conclusion was drawn that survival analysis implemented in service field could help the managerial level in terms of innovation management. In addition, fuzzy logic used could bold the bias definition of customer satisfaction. Furthermore, this framework would be able to be used in mobile application development for future research in terms of supporting a company to define the right moment of service innovation based on asimple customer satisfaction survey.
This research aims to test the mediating role of both affective and cognitive satisfaction on the effect of service quality on loyalty. Affective satisfaction is represented by Kansei ...Engineering-based measures and cognitive satisfaction is represented by overall customer satisfaction. The study is based on a survey through personal interviewing and face-to-face questionnaire. There were 102 respondents from 24 hotels ranging from three-star to five-star hotels in Surabaya, Indonesia. There are four latent variables, namely, service quality, overall customer satisfaction, Kansei and loyalty. We found that both overall customer satisfaction and Kansei partially mediate the relationship between service quality and loyalty (approximately 52% mediation effects). In particular, the two mediators, namely, Kansei and overall customer satisfaction, account for 24% and 28% of the effect of service quality on loyalty, respectively. This research complements the previous research by taking into account both cognitive and affective satisfaction as mediators at the same time. It is shown that the two-mediator model fits the data better than using one mediator or no mediator. The generalisation of the results from the study is limited because of the relatively small sample size in a single service setting.
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