Citation

Hartono M, Chuan TK, Ishihara S, Peacock JB. Int. J. Hum. Factors Ergon. 2012; 1(1): 74.

Copyright

(Copyright © 2012, Inderscience Publishers)

DOI

10.1504/IJHFE.2012.045258

PMID

unavailable

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.

KEYWORDS: Kano model; Kansei engineering; Markov chain modelling; services; emotion; service performance; current preference; future preference; cultural differences; international marketing strategies; quality function deployment; QFD; Indonesia; Japan; Singapore; tourist satisfaction; customer satisfaction; tourism; emotional satisfaction.