An integrative fuzzy Kansei engineering and Kano model for logistics services

International Conference on Informatics, Technology and Engineering 2017

计算机科学

Hartono, M.^1 ; Chuan, T.K.^2 ; Prayogo, D.N.^1 ; Santoso, A.^1

Department of Industrial Engineering, University of Surabaya, Raya Kalirungkut, Surabaya

60293, Indonesia^1

Department of Industrial and Systems Engineering, National University of Singapore, Singapore^2

关键词: Competitive advantage;    Customer emotions;    Customer perceptions;    fuzzy;    Kansei Engineering;    Logistics services;    Numerical values;    Perceived service qualities;   

Others  :  https://iopscience.iop.org/article/10.1088/1757-899X/245/1/012027/pdf
DOI  :  10.1088/1757-899X/245/1/012027

学科分类：计算机科学（综合）

来源: IOP

【 摘 要 】

Nowadays, customer emotional needs (known as Kansei) in product and especially in services become a major concern. One of the emerging services is the 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.