An integrative fuzzy Kansei engineering and Kano model for logistics services
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 impression...
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| Published in | IOP conference series. Materials Science and Engineering Vol. 273; no. 1; pp. 12027 - 12033 |
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| Main Authors | , , , |
| Format | Journal Article |
| Language | English |
| Published |
Bristol
IOP Publishing
01.11.2017
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| Subjects | |
| Online Access | Get full text |
| ISSN | 1757-8981 1757-899X |
| DOI | 10.1088/1757-899X/245/1/012027 |
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| Abstract | 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. |
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| AbstractList | 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. |
| Author | Prayogo, D N Chuan, T K Santoso, A Hartono, M |
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| References | Black K (15) 2010 13 Kano N (11) 1984; 14 14 Hartono M (4) 2016 Schutte S (12) 2005 1 2 3 5 Nagamachi M (8) 2011 6 7 9 10 |
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| SubjectTerms | Customer satisfaction Customer services Customers fuzzy Kansei engineering Logistics logistics services |
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| Title | An integrative fuzzy Kansei engineering and Kano model for logistics services |
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