Structural model of customer satisfaction using the integration of kansei engineering and kano method

This research has been carried out based on the Kansei Engineering (KE) and Kano Method. The Kansei Engineering is used to identify and investigate the customer requirement based on the emotional feeling articulated in Semantic Differential word, while Kano Method (KM) is employed to identify the qu...

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Main Author:	Fevilia Nurnadia, Adria Syaifoel
Format:	Thesis
Language:	English English
Published:	2014
Subjects:	T Technology (General) TS Manufactures
Online Access:	http://eprints.utem.edu.my/id/eprint/14900/1/Structural%20model%20of%20customer%20satisfaction%20using%20the%20integration%20of%20Kansei%20Engineering%20and%20Kano%20method.pdf http://eprints.utem.edu.my/id/eprint/14900/2/Structural%20model%20of%20customer%20satisfaction%20using%20the%20integration%20of%20Kansei%20Engineering%20and%20Kano%20method.pdf
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spelling	my-utem-ep.149002022-10-05T12:26:03Z Structural model of customer satisfaction using the integration of kansei engineering and kano method 2014 Fevilia Nurnadia, Adria Syaifoel T Technology (General) TS Manufactures This research has been carried out based on the Kansei Engineering (KE) and Kano Method. The Kansei Engineering is used to identify and investigate the customer requirement based on the emotional feeling articulated in Semantic Differential word, while Kano Method (KM) is employed to identify the quality attributes of products based on the functional and dysfunctional attributes. Both approaches are integrated to address what the customer requirements of the products characteristics related to the design elements. All of these processes are combined together as the Structural Model of Customer Satisfaction. The first implication of this study offered a structural models of customer satisfaction in the product development that is not limited to the functionality of products only. The model is a new method in the product development where the perception (KE) and stage of satisfaction (KM) is being taken as one on how to measure the customer satisfaction against the products. Also, this a new model propose the conception on how to develop the product based on Kano requirements and Kansei Engineering . In order to know what the customers perceptions and satisfaction levels of the products, this research involved 220 respondents (college students) in Melaka. Through the questionnaires developed using Kano Method and Kansei Engineering towards the pen products as a case study, the results showed that the final design preference is the design no.4 (grip, clip and click elements). This pen represent the best design selected by respondent since the emotion feeling of comfortable value is 4.63. This design also has the significant correlation to the Kano quality attribute no. 5 (0.303, p<0.01) where the clip element is a highest priority in the design development refers to the structural model. Both of the results in Kano model represent as the 'Indifferent'. This study also found that there is a relationship existed between the KE and KM. The result shows us that the perceived attributes or qualities is impacted or influenced against the emotional design or Kansei responses. 2014 Thesis http://eprints.utem.edu.my/id/eprint/14900/ http://eprints.utem.edu.my/id/eprint/14900/1/Structural%20model%20of%20customer%20satisfaction%20using%20the%20integration%20of%20Kansei%20Engineering%20and%20Kano%20method.pdf text en public http://eprints.utem.edu.my/id/eprint/14900/2/Structural%20model%20of%20customer%20satisfaction%20using%20the%20integration%20of%20Kansei%20Engineering%20and%20Kano%20method.pdf text en validuser https://plh.utem.edu.my/cgi-bin/koha/opac-detail.pl?biblionumber=92059 mphil masters Universiti Teknikal Malaysia Melaka Faculty of Manufacturing Engineering Yahya, Saifudin Hafiz
institution	Universiti Teknikal Malaysia Melaka
collection	UTeM Repository
language	English English
advisor	Yahya, Saifudin Hafiz
topic	T Technology (General) TS Manufactures
spellingShingle	T Technology (General) TS Manufactures Fevilia Nurnadia, Adria Syaifoel Structural model of customer satisfaction using the integration of kansei engineering and kano method
description	This research has been carried out based on the Kansei Engineering (KE) and Kano Method. The Kansei Engineering is used to identify and investigate the customer requirement based on the emotional feeling articulated in Semantic Differential word, while Kano Method (KM) is employed to identify the quality attributes of products based on the functional and dysfunctional attributes. Both approaches are integrated to address what the customer requirements of the products characteristics related to the design elements. All of these processes are combined together as the Structural Model of Customer Satisfaction. The first implication of this study offered a structural models of customer satisfaction in the product development that is not limited to the functionality of products only. The model is a new method in the product development where the perception (KE) and stage of satisfaction (KM) is being taken as one on how to measure the customer satisfaction against the products. Also, this a new model propose the conception on how to develop the product based on Kano requirements and Kansei Engineering . In order to know what the customers perceptions and satisfaction levels of the products, this research involved 220 respondents (college students) in Melaka. Through the questionnaires developed using Kano Method and Kansei Engineering towards the pen products as a case study, the results showed that the final design preference is the design no.4 (grip, clip and click elements). This pen represent the best design selected by respondent since the emotion feeling of comfortable value is 4.63. This design also has the significant correlation to the Kano quality attribute no. 5 (0.303, p<0.01) where the clip element is a highest priority in the design development refers to the structural model. Both of the results in Kano model represent as the 'Indifferent'. This study also found that there is a relationship existed between the KE and KM. The result shows us that the perceived attributes or qualities is impacted or influenced against the emotional design or Kansei responses.
format	Thesis
qualification_name	Master of Philosophy (M.Phil.)
qualification_level	Master's degree
author	Fevilia Nurnadia, Adria Syaifoel
author_facet	Fevilia Nurnadia, Adria Syaifoel
author_sort	Fevilia Nurnadia, Adria Syaifoel
title	Structural model of customer satisfaction using the integration of kansei engineering and kano method
title_short	Structural model of customer satisfaction using the integration of kansei engineering and kano method
title_full	Structural model of customer satisfaction using the integration of kansei engineering and kano method
title_fullStr	Structural model of customer satisfaction using the integration of kansei engineering and kano method
title_full_unstemmed	Structural model of customer satisfaction using the integration of kansei engineering and kano method
title_sort	structural model of customer satisfaction using the integration of kansei engineering and kano method
granting_institution	Universiti Teknikal Malaysia Melaka
granting_department	Faculty of Manufacturing Engineering
publishDate	2014
url	http://eprints.utem.edu.my/id/eprint/14900/1/Structural%20model%20of%20customer%20satisfaction%20using%20the%20integration%20of%20Kansei%20Engineering%20and%20Kano%20method.pdf http://eprints.utem.edu.my/id/eprint/14900/2/Structural%20model%20of%20customer%20satisfaction%20using%20the%20integration%20of%20Kansei%20Engineering%20and%20Kano%20method.pdf
_version_	1776103085604601856

Structural model of customer satisfaction using the integration of kansei engineering and kano method

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