The Improvised Design of Headphone using Integrated Kano and Importance-Performance Analysis for Enhancing Customer Satisfaction
Customer satisfaction is the best indicator for designers to stay competitive in today’s global market. Traditionally, survey was commonly used by designers to elicit customer satisfaction. However, survey has a limitation on identifying the design attributes that can increase customer satisfaction. Therefore, to overcome that limitation, this study proposed Kano model which was integrated into Importance-Performance Analysis (IPA) method through the calculation of customer satisfaction and customer dissatisfaction index. Kano-based questionnaires on headphone design were distributed to 400 respondents of young generations. The results of integrated approach interestingly showed that the design attributes that are related to technology such as Wi-Fi USB connector of headphone are perceived as important attributes and could effectively enhance the young generation satisfaction.
M. Hartono, “The Extended Integrated Model of Kansei Engineering, Kano, and Triz Incorporating Cultural Differences Into Services Markus Hartono 1* 1,” Int. J. Technol., Vol. 1, pp. 97–104, 2016.
H. Q. Zhang and I. Chow, “Application of importance-performance model in tour guides ’ performance : Evidence from mainland Chinese outbound visitors in Hong Kong,” J. Tour. Manag., Vol. 25, pp. 81–91, 2004.
M. Schoorman, and J. P. Creusen, “Different Roles of Product Appearance In Customer Choice,” J. Prod. Innov. Manag., p. pp.63-81, 2005.
T. Brown, “Change by Design,” in HarperBusiness, an imprint of HarperCollins Publishers, 2009, pp. 1–5.
J. Chen, The impact of aesthetics on attitudes towards websites. 2009.
P. Kotler, “Marketing management: Planning, implementation, and control,” in 10th ed. New Jersey, Prentice-Hall., 2000.
W. Mittal, and V. Kamakura, “Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect characteristics,” J. Mark. Res., Vol. 38, No. 1, pp. 131–142, 2001.
H. Sihombing, R. Jaafar, M. Y. Yuhazri, “The Satisfaction Preferences Measurement of Profile Design,” Appl. Mech. Mater., Vol. 815, pp. 304–312, 2015.
J. Blijlevens, J., Creusen, M.E. and Schoormans, “How consumers perceive product appearance: The identification of three product appearance attributes,” Int. J. Des., Vol. 3, No. 3, 2009.
F. Syaifoelida and H. Sihombing, “The Design Preferences Decision Using the Analytical Hierarchy Process towards Kansei Engineering Approach : Spectacles Design,” Int. J. Appl. or Innov. Eng. Manag., Vol. 2, N o. 2, pp.
A. Rahim, S. Zaharah, L. Kuan, N. Abas, and S. Meriam, “Factors Influencing Purchasing Intention of Smartphone among University Students,” Procedia Econ. Financ., Vol. 37, No. 16, pp. 245–253, 2016.
G. Tzeng and H. Chang, “Applying Importance-Performance Analysis as a Service Quality Measure in Food Service Industry,” J. Technol. Manag. Innov., Vol. 6, No. 3, 2011.
T. C. Huan and J. Beaman, “Importance Performance Analysis: The Need to Bridge Solitudes For Its Effective Use,” Vol. 20, No. 11, 2005.
C. C. Huang and S. Guan, “Application of Kano Model In Study of Application of Kano Model in Study Of Satisfaction with Quality of Website Browsing,” J. Sci. Technol., Vol. 59, No. 1, pp. 49–58, 2012.
P. Gupta, “Customer Satisfaction for Designing Attractive Qualities of Healthcare Service in India using Kano Model and Quality Function Deployment,” MIT Int. J. Mech. Eng., Vol. 1, No. 2, pp. 101–107, 2011.
Y. Qiting, P., Uno, and N. Kubota, “Kano Model Analysis of Customer Needs and Satisfaction at the Shanghai Disneyland,” 2013.
© Journal of Advanced Manufacturing Technology