THE APPLIED MODEL OF KANSEI ENGINEERING, SERVQUAL, KANO, AND TRIZ CONSIDERING ERGO-SUSTAINABILITY: A CASE STUDY ON INTERNATIONAL AIRPORT SERVICES

With respect to Ergonomics sustainability (Ergo-sustainability) concerns, this study focuses on how to model customer emotional needs (known as Kansei) with service-based performance and experience, taking into account the Kano model and TRIZ (Theory of Inventive Problem Solving) to filter and refine the improvement concepts effectively, efficiently, and without contradiction. This model has been applied into an international airport services. By involving 100 subjects, it was found out that mostly passengers experienced the Kansei ‘Happy’, and perceived the service attribute ‘The availability of security in the airport lounge and lobby’ as the most critical one, subjected to Kano attractive [A] category, importance and satisfaction score. By incorporating TRIZ and Ergo-sustainability concept, providing a porous security system and video-based metal detection security checking procedure in the airport lounge and lobby were deemed of critical. This finding will bring benefits to airport authority, even for any service designers with less experience dependency. Keywords: Kansei Engineering; TRIZ; Ergo-sustainability; airport services.