Integrated Framework of Kansei Engineering and Kano Model Applied to Service Design

Abstract

To provide high-quality service, it is necessary to emphasize customers’ emotional needs. It is necessary to determine the priority strategy for service attributes owing to limited resources and different relative levels of influence on customer perception. Therefore, this study proposed a service design framework based on the Kansei Engineering (KE) and Kano models to design services oriented toward customer perception. In the modeling analysis stage, the partial least squares algorithm and decision tree mining were used to construct a relationship model between service perception and attribute, and use the intention model. Finally, the in-flight service of a Chinese airline was considered as an application case study. The results obtained thus revealed a relationship between perception and service attributes, and their influence on customers’ intentions. These validated the proposed method and provided new concepts for service design.

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Funding

This research was financially supported by the National Natural Science Foundation of China (NSFC Proj. 71831006, 71771070, and 71801065).

Notes on contributors

Min Cai

Min Cai received her PhD degree in Mechanical Engineering from Zhejiang University, China. She is currently an associate professor at the Institute of Industrial Engineering and Management, Hangzhou Dianzi University, China. Her current research interests include human factors and ergonomics, digital engineering, and management.

Miaohuan Wu

Miaohuan Wu is a graduate student at the School of Management, Hangzhou Dianzi University, China. She is majoring in Industrial Engineering and Management. Her current research interests include service design and human-computer interaction with the elderly.

Xinggang Luo

Xinggang Luo is a professor at the School of Management, Hangzhou Dianzi University, China. He has authored more than 60 articles in peer-reviewed journals including DSS, IEEE SMC, IEEE EM, EJOR, IJPR, IJPE, KBS, ASC, and C&IE. His current research interests include service science and quality management.

Qianqian Wang

Qianqian Wang received her Master's degree in Management Science and Engineering from Hangzhou Dianzi University, China. Her research interests include service science and quality management.

Zhongliang Zhang

Zhongliang Zhang received his PhD degree in System Engineering from the Northeastern University, China. He is currently an associate professor in the Department of Information Management and Information System, Hangzhou Dianzi University, China. His current research interests include data mining, imbalance learning, and evolutionary algorithms.

Ziling Ji

Ziling Ji is a graduate student majoring in Industrial Engineering and Management at Hangzhou Dianzi University. Her current research interests include human factors and human-robot trust.