Incorporating Markov chain modelling and QFD into Kansei engineering applied to services
by Markus Hartono; Tan Kay Chuan; Shigekazu Ishihara; John Brian Peacock
International Journal of Human Factors and Ergonomics (IJHFE), Vol. 1, No. 1, 2012

Abstract: Instead of usability, customers today concern themselves more on satisfying their emotions/Kansei. This paper discusses an integrative framework that incorporates the Kano model, Markov chain, and quality function deployment (QFD) into Kansei engineering (KE). Its purposes are: 1) to exhibit the relationship between service performance and Kansei; 2) to enable service designers to establish the extent to which they prioritise their improvement programmes in dealing with current and future preferences. A comprehensive case study involving Indonesian, Japanese, and Singaporean tourists, was carried out. Understanding the cultural differences with respect to Kansei evaluation will yield valuable insights for international marketing strategies.

Online publication date: Wed, 06-Aug-2014

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