ESTIMATION OF QUALITY CHARACTERISTICS IN SERVICE INDUSTRIES

  • Yasuhito Ogasawara
  • Yoshitaka Ogawa
  • Yoshimitsu Nagai
  • Syohei Ishizu

Abstract

The importance of quality control in service industries has increased recently. Visual manual (VM) is proposed to improve quality of service. VM is useful to simply explain work process using pictures or animations. In order to improve quality of service, it is very important to define and measure quality characteristics. As quality characteristics of service usually depend on Kansei of customers, it is difficult to measure quality characteristics. Kansei engineering is proposed to develop Kansei models for estimating Kansei of customers based on the design features. One of our main aims is to propose a method to develop Kansei models to estimate quality characteristics in service industries. We developed models to estimate degree of uncomfortable voice and degree of smile, and confirm the validity of the models to estimate quality characteristics suitable for Kansei of customers. We also demonstrate new VM using the models to estimate quality characteristics.

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