Kansei, text mining, service blueprint, SERVQUAL, Kano, QFD

• Main Author: Dewinta S, Saras
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/36890
• Institution: Institut Teknologi Bandung

The growth of the export volume of the city of Bandung experienced a significant increase from 2014 – 2018. This shows the opportunity for logistics service providers to contribute to it. This creates a very tight competition among logistics service providers who are required to provide customer satisfaction both cognitively and effectively. Viewed from an operational point of view, customer satisfaction with service is a critical attribute that can succeed logistics service providers in reaching the market. Customer satisfaction with the services offered can be measured using the Kansei engineering method. In this study, the design of the development of Kansei-based engineering methods is suitable for designing service improvements by integrating Kansei engineering, text mining, service blueprints, SERVQUAL, Kano, SEM and QFD models. The method developed in this study was applied in improving Gedebage's dry port service. The total respondents involved in this study were 184 people from 31 different companies. Respondents were asked to fill out three questionnaires, namely service quality evaluation questionnaire, canoe questionnaire, and Kansei word assessment questionnaire. Based on the conclusions obtained, it can be seen that the dimensions of tangible, reliability, responsiveness, assurance, and empathy reflect the construct of service quality. Service quality can positively affect Kansei (customer emotions /impressions). The results of the service improvement priority setting in this study indicate that the improvement of services carried out for continuous improvement is focused on the technical requirements of dry ports which consist of providing customer service in the company, planning goods to enter and exit, applying the first com first service system training employees in serving consumers and creating websites or applications to receive complaints