Kansei engineering-based robust design model for logistics services

Abstract

Previous studies in Kansei Engineering have focused on product design and development incorporating customer emotional needs and extended to service design and improvement considering service quality tools to enhance the Kansei Engineering methodology. However, a little attention has been paid to modify the effectiveness of the proposed improvement strategies. This study has developed an integrative model of Kansei Engineering and robust design methodology to strengthen the applicability of Kansei Engineering method in services. An illustrative case study in logistics services has been discussed, as one of the prominent and fastest growing business sectors in Indonesia. The expected contributions in theory and practice are expressed in this paper.