Markus Hartono WISS 2016
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8th Widyatama International Seminar on Sustainability (WISS)
Addressing Global Sustainability Challenges in Business and
Industry through Technology, Governance and Culture
Call for Papers
Papers on the following topics are welcome:
Knowledge Management
Sustainable Development & Environmental Protection
Sustainable Reporting and Accounting
Technology Strategy and Management
Supply Chain Management & Logistics
Local Culture/Wisdom in Sustainable Development
Risk Management
Project Management
E-Business and E-Commerce
Smart City
Decision Support Systems
Operations Research
Innovation Policy and Management
Healthcare Systems and Management
Ergonomics & Safety
Technology Intelligence and Planning
Entrepreneurship
R&D Management
New Product Development
Good Corporate Governance
Process Innovation
Intellectual Property Management
Human Capital for Innovation
Service Innovation and Management
Disaster Management
Quality Management and Innovation
Design Thinking and Management
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CONTENTS
Steering Committee
3
International Reviewers
4
Organizing Committee
5
Rector s Welcoming Speech
6
Chair Welcoming Speech
7
Keynote Speaker
8
Invited Speakers
8
Program Overview
10
Parallel Session
11
Abstract
17
Author Index
48
Conference and Workshop Venue
50
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STEERING COMMITTEE
Dr. H. Islahuzzaman, SE., M.Si., Ak., CA. (Widyatama University, Indonesia)
Asooc. Prof. Chai Kah Hin (National University of Singapore, Singapore)
Prof. Dr. Ir. Kadarsah Suryadi (Bandung Institute of Technology, Indonesia)
Dr. H. Nuryaman, SE., M.Si., Ak, CA. (Widyatama University, Indonesia)
Sri Astuti Pratminingsih, S.E., MA., Ph.D. (Widyatama University, Indonesia)
Nugroho Juli Setiadi, Ph.D. (Widyatama University, Indonesia)
Prof. Dr. H. Obsatar Sinaga, M.Si. (Widyatama University, Indonesia)
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International Reviewers
1. Prof. Dr. Baris Tan (Koc University, Turkey) 2. Prof. Dr. Bin Jiang (DePaul University, USA)
3. Prof. Dr. Chihiro Watanabe (Tokyo Institute of Technology, Japan)
4. Prof. Dr. dr. H. Nanan Sekarwana, Sp.A(K)., MARS. (Padjadjaran University, Indonesia) 5. Prof. Dr. Eng. Rolly Intan (PETRA University)
6. Prof. Dr. Hamfri Djajadikerta, MM., Ak. (Parahyangan University, Indonesia) 7. Prof. Dr. Hang Chang Cieh (National University of Singapore)
8. Prof. Dr. Latifah Abdul Latif (Open University Malaysia) 9. Prof. Dr. Mansor Fadzil (Open University Malaysia) 10. Prof. Dr. Metin Turkay (Koc University, Turkey)
11. Prof. Dr. Mustofa Kamil, M.Ed. (Indonesia Education University, Indonesia) 12. Prof. Dr. Pekka Leviakangas (Oulu University, Finland)
13. Prof. Dr. Stephanie Short (The University of Sydney, Australia) 14. Prof. Dr. Suhono H. Supangkat (Bandung Institute of Technology) 15. Prof. Dr. Togar M. Simatupang (Bandung Institute of Technology) 16. Budi Hartono, ST., MPM., Ph.D. (Gadjah Mada University, Indonesia) 17. Catharina B. Nawangpalupi, Ph.D. (Parahyangan University, Indonesia) 18. Dr. Dayu Jin (National University of Singapore)
19. Dr. Diana Sari, S.E., M.Si., Ak., C.A. QIA (Widyatama University, Indonesia) 20. Dr. Dida Dyah Damayanti, M.Sc.Eng. (Telkom University, Indonesia) 21. Dr. dr. H. Yono Sudiyono, MH.Kes., MARS. (Unisba, Indonesia) 22. Dr. Evelyn Guat Lin Tan (Universiti Sains Malaysia)
23. Dr. Fauzan Zein Muttaqien, S.Si., M.Si., Apt. (Sekolah Tinggi Farmasi Bandung, Indonesia) 24. Dr. Ferry Jie (RMIT University, Australia)
25. Dr. Gunjan Mansingh (University of West Indies, Jamaica) 26. Dr. Hero Gunawan, M.Pd. (Widyatama University, Indonesia) 27. Dr. Ihsana Sabriana, S.Psi., M.Psi. (Unisba, Indonesia)
28. Dr. Ir. Hj. Dyah Kusumastuti, M.Sc. (Widyatama University, Indonesia) 29. Dr. Ir. Yogi Yogaswara, MT. (Pasundan University, Indonesia)
30. Dr. Maya Ariyanti, SE., MM. (Telkom University, Indonesia) 31. Dr. Nuryaman, S.E., M.Si., Ak. (Widyatama University, Indonesia) 32. Dr. Rajesri Govindaraju (Bandung Institute of Technology, Indonesia) 33. Dr. Rufei Ma (Zhejiang University, China)
34. Dr. Singgih Saptadi, ST., MT. (Diponegoro University, Indonesia) 35. Dr. T.M.A. Ari Samadhi (Bandung Institute of Technology, Indonesia) 36. Dr. Tanika D. Sofianti (Swiss German University)
37. Dr. Tita E. Branzuela (San Beda College, Philipines) 38. Dr. Yuni Trihewindati (Universitas Terbuka, Indonesia)
39. Dr. Zhao Yang Yang (Norwegian Institute for Systems Engineering, Norway) 40. Dr. Zulganef, Drs., M.M. (Widyatama University, Indonesia)
41. Markus Hartono, ST., M.Sc., Ph.D. (University of Surabaya, Indonesia) 42. Saut A. Sagala, ST., M.Sc., Ph.D. (Bandung Institute of Technology, Indonesia) 43. Setiadi Yazid, Ph.D. (Widyatama University, Indonesia)
44. Sri Astuti, Ph.D. (Widyatama University, Indonesia)
45. Sunardi Brahmana, SE., M.T., Ph.D. (Widyatama University, Indonesia) 46. Yudha Prambudia, ST., M.Sc., Ph.D. (Widyatama University, Indonesia) 47. Dr. Oktri M. Firdaus, M.T. (Widyatama University, Indonesia)
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Organizing Committee
Chair
Dr. Oktri Mohammad Firdaus, ST., MT.
Secretary
Nissa Syifa Puspani, ST., MT.
Annisa Maharani Suyono, ST.
Karismawaty Shintia Dewi, ST.
Email Address Collection
Andina Nur Fathonah, SE., M.Ak., Ak.
Muhammad Bayu A. Sumantri, S.Mb., M.Com.
Finance and Registration
Retno Paryati, SE., M.Ak., Ak., CA.
SCOPUS Indexing and Journal List
Yudha Prambudia, ST., M.Sc., Ph.D.
Dr. Hero Gunawan, M.Pd.
Didit Damur Rochman, ST., MT.
Iqbal Yulizar, S.Si., MT.
ISSN Registration
Dr. Arief Rahmana, ST., MT.
Program Book and Proceedings
(CD & Hardcopy)
Niki Hadian, S.E., MM., Ak., CA.
Suharyono, S.T., M.M.
Tiaradia Ihsan, ST.
Website and Information Technology
Dani Hamdani, S.Kom., MT.
Eka Angga Laksana, S.Kom., MCS.
EasyChair Systems
Viddi Mardiansyah, S.Si., MT.
Ni Putu Nurwita Pratami, S.MB., MM.
Promotion and Information Distribution
Kartika Wulandari, SE., MM.
Seminar Kit & Promotion Media Design
Muchammad Fauzi, ST.
Hospitality Management, Sponsorship &
Event Organizer
Mirna Dianita, SE., MM., Ak., CA.
Rosalin Samihardjo, ST., M.Kom.
Agung Augustrianto, SE., MBA.
Intan Widuri Sakti, ST., MM.
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Rector s Welcoming Speech
Assalamu alaikum Warrahmatullahi Wabarakatuh
Welcome to Bandung and to 2016 WISS,
Ladies and Gentlemen, It gives me great pleasure and honor to
extend to you all a very warm welcome on behalf of Widyatama
University to WISS 2016 in Bandung, Indonesia.
The 2016 WISS International Seminar is celebrating its eighth
commencement and Widyatama University has places the biannial
event as a crucial element in its agenda: It is the manifestations of
its engagement in the development of knowledge in science and technology and molding high
quality human capital, and competitive at the global level.
This year s W)SS theme is Addressing Global Sustainability Challenges in Business and )ndustry
through Technology, Governance and Culture . )t voices the concerns of the academic
community at Widyatama University on the continuity and sustainability of our future.
Moreover, it is the longing that t
he spirit of Go Green heralded by parties with interests in
common good then be realized in the advent of well-thought collaboration and coordination
from all stakeholders.
The integration of technology, transparent agenda of the stake holders, and the survival of a
nation s culture has become a key asset for a better tomorrow. The three components, when
comprehensively put into a concurrence, will create people with high level of sophistication:
intelligence, high integrity, respect and honor in the values of their culture. Thus, we adamantly
believe that through sharing of experiences in gatherings such as this conference we will be able
to redefine our approach and efforts for the protection and sustainable management of our
business without forgeting our future generation.
It is my hope that WISS 2016 could provide positive benefits for all of us in maintaining
sustainability of our future. And to foster the spirit of sustainable innovation for individuals,
businesses and communities, so that we can build a sustainable environment together.
I would also take this opportunity to convey my appreciation and gratitude to all parties who
are involved in organizing this conference : Widyatama Foundation, IEEE Indonesia Section,
Bank Mandiri, the Ministry of Tourism and Creative Economy, scientific committee, organizing
committe and many others I am unable to individually mention. The conference will not be
possible to be organized without your supports and cooperation.
Once again, welcome and enjoy the conference. I wish you a fruitful conference ahead.
Billahi T
aufik Walhidayah. Wassalamu alaikum Warrahmatullahi Wabarakatuh.
Your sincerely,
Dr. H. Islahuzzaman, SE., M.Si., Ak., CA.
Rector of Widyatama University
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Chair Welcoming Speech
Welcome to the 8
thWidyatama International Seminar on
Sustainability (WISS) 2016. It is a great pleasure for Faculty of
Engineering, Widyatama University to be hosting this biannual event.
WISS 2016 is a right event to declare that Widyatama University
concerns about increasing quality of research especially from all
Indonesian researcher. It is a great pleasure that WISS 2016 have
experienced to held Pre-Seminar Workshop with 4 (four) different
topics are ERP Implementation on Healthcare, LEAN in Services
Company, Supply Chain Strategy in Emerging Countries and How to be a
Good Book Writer, and also WISS 2016 in conjunction with Center for Sustainable Systems
(CSS) Widyatama University held Sustainable Energy Panel, as a forum to share experience and
engaging community for sustainable development in all emerging countries.
The main purpose of the 8
thWidyatama International Seminar on Sustainability (WISS) 2016
with our selected theme Addressing Global Sustainability Challenges in Business and )ndustry
through Technology, Go
vernance and Culture , is to provide an international community to
discuss and solve the problem related with sustainability in the world.
This seminar will have 1 (one) keynote speaker, 4 (four) invited speakers, and has gathered
more than 120 papers from more than 10 different countries all over the world. After very
strictly review process we have acceptance rate of this seminar is 8, %. )t s means that
Widyatama University keep growth to increase the quality of papers in all seminar, and
hopefully in WISS 2020 we can reached the acceptance rate less than 40%.
I would like to say thank you for all speakers, contributors, and participants for the generous
support. I would also like to thank all members of Steering Committee and Organizing
Committee of WISS 2016, and our distinguished international board of reviewers for all of their
support and advice. Our thank you to all of our sponsors, supporters, exhibitors, and
professional associations for the support through committed funding and any other form of help
and support. We also owe our success to the full support of the Chairperson of Widyatama
Foundation, Rector of Widyatama University, and all Deans of Widyatama University. Thank you
to IEEE Indonesia Section that has supported WISS 2016 to be approved as IEEE Conference.
We wish you a pleasant and memorable stay in Bandung. Thank you and we hope to see you
again in the WISS 2018.
Dr. Oktri Mohammad Firdaus, M.T.
Chairman of WISS 2016
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KEYNOTE SPEAKER
Dr. Ir. Arief Yahya, M.Sc.
Dr. Ir. Arief Yahya, M.Sc. is the current Minister of Tourism
of Indonesia in the working cabinet of President Joko
Widodo. From 2012 till his appontment to be a minister,
he served as CEO in Telkom Indonesia, telecommunication
state-owned enterprises in Indonesia.
INVITED SPEAKERS
Prof. Dr. Ir. Kadarsah Suryadi, DEA
Prof. Dr. Ir. Kadarsah Suryadi, DEA is Rector of Bandung
Institute of Technology for the period 2015-2020.
Prof. Kadarsah Suryadi is a Professor in the Faculty of
Industrial Technology, Bandung Institute of Technology,
Indonesia. He received a Doctoral Degree from the University
of Aix Marseille III, France in 1992. He has been involved in
multiple disciplinary research in the areas of decision
support system and knowledge management
Prof. Dr. Nirwan Idrus
Nirwan graduated from Monash University in Melbourne,
Australia with the Bachelor of Engineering (Honors), Master of
Engineering Science and Doctor of Philosophy in Engineering.
He had worked in senior positions in academia, government,
heavy industry and management in Australia, New Zealand,
Papua New Guinea, Indonesia and Malaysia. He also had been
appointed as Quality Assurance Specialist in an Asian
Development
Bank
project
on
engineering
education
development in Indonesia and by The World Bank as
Accr
editation Auditor of Timor Leste s universities. (e was also
an Auditor with the Australian Universities Quality Agency, New Zealand Qualifications
Authority and Malaysian Qualifications Agency. He has written more than 150 international
conference and journal papers and 3 books on Quality Improvement in Higher Education. He is a
paper reviewer for a number of international journals. He is currently a consultant in Quality
and Higher Education Management.
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Mochamad Ridwan Kamil, S.T., M.UD.
Ridwan Kamil is the current Mayor of Bandung City, Indonesia.
He is a famous Indonesian architect. He is also an educator in
Bandung Institute of Technology (ITB) at Architecture
Department, an urban designer and a writer. After receiving
his master degree in Urban Planning from University of
California at Berkeley in 2001, he worked in New York, San
Francisco and Hong Kong. After several years, he went back to
Indonesia and started to serve as a lecturer in ITB at
Department of Architecture.
Professor Dr. Joy S. Clancy
Department of Governance and Technology for Sustainability,
University of Twente, The Netherlands
For 30 years, Prof. Joy s research has focused on small
-scale
energy systems for developing countries particularly the
influence
in
households
and
small
informal
sector
enterprise/companies (SME). Since obtaining her PhD in
engineering, her research interest moved more towards social
and environmental issues. In this context, Joy is also Principal
Investigator for the Gender and Energy Research Programme
of ENERGIA funded by the UKs Department for International
Development.
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PROGRAM OVERVIEW
MONDAY, SEPTEMBER 5
th, 2016
Pre Seminar : Workshop (Seminar Room 6
thfloor Graha Widyatama)
08.00
–
09.00
Registration & Break
09.00
–
12.00
Workshop Session -1 :
1.
Dr. Rajesri Govindaraju
(Room-1)
)mplementation of Enterprise Resources Planning ERP in (ealthcare System
2.
Dr. Ir. T.M.A Ari Samadhi
(Room-2)
Lean Strategy for Services Company
12.00
–
13.00
Lunch
13.00
–
15.00
Workshop Session -2 :
1.
Dr. Ferrie Jie
(Room-1)
Supply Chain and Logistics Strategies for Emerging Country
2.
Feri Sulianta, S.T., M.T.
(Room-2)
(ow To Be a Good Writer
TUESDAY, SEPTEMBER 6
th, 2016
WISS 2016 (The Trans Luxury Hotel)
07.00
–
08.00
Registration
08.00
–
09.00
Opening Ceremony
09.00
–
09.15
Break
09.15
–
10.15
Plenary Session-1
Keynote Speaker :
Dr. Ir. Arief Yahya, M.Sc.
(
Minister of Tourism Republic Of Indonesia
)
10.15
–
11.45
Plenary Session-2
Invited Speaker :
1.
Prof. Dr. Ir. Kadarsah Suryadi, DEA.
2.
Prof. Dr. Nirwan Idrus
12.00
–
13.00
Lunch
13.00
–
15.00
Parallel Session
15.00
–
15.15
Break
15.15
–
17.00
Parallel Session
WEDNESDAY, SEPTEMBER 7
th, 2016
08.00
–
08.30
Registration
08.30
–
10.30
Plenary Session
Invited Speaker :
1.
Mochamad Ridwan Kamil, S.T., M.UD
(
tentative
)
(
Mayor of Bandung City, Indonesia
)
2.
Prof. Dr. Joy S. Clancy
10.30
–
10.45
Break
10.45
–
12.00
Parallel Session
12.00
–
13.00
Lunch
13.00
–
15.45
Parallel Session
15.45
–
16.15
Break
15.15
–
17.00
Closing Ceremony
THURSDAY, SEPTEMBER 8
th, 2016
08.00
–
11.45
Cultural Tour
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PARALEL SESSION
Date of Conference
: September 6
th, 2016
Room Conference
: Room-1
Time Paper # Title Author
13:00 13:15 89 EFFECT ON THE VOLUME RATIO PRROFITABILITAS STOCK TRADES (CASE STUDY ON LISTED COMPANIES IN JAKARTA
ISLAMIC INDEX PERIOD 2010-2014 )
Eddy Winarso, Zhilvia Zharalyuzhiba and Paulus
Sugianto Yusuf 13:15 13:30 117 THE INFLUENCES OF ASSET TURN OVER AND NET WORKING
CAPITAL TO THE RETURN ON INVESTMENT (SURVEY ON STATE EMPLOYEE COOPERATIVES (KPRI) IN BANDUNG CITY)
Rudy Lizwaril
13:30 13:45 68 APPLICATION OF MANAGEMENT ACCOUNTING INFORMATION SYSTEMS TEXTILE COMPANY IN INDONESIA
Rima Rachmawati
13:45 14:00 70 SOME PRELIMINARY THOUGHTS ON ENHANCING ECONOMIC GROWTH SUSTAINABILITY IN INDONESIA
Ismail Solihin
14:00 14:15 4 THE EFFECTS OF FLUCTUATION REAL EXCHANGE RATES ON THE BILATERAL TRADE BALANCE BETWEEN INDONESIA – CHINA: OBSERVATION CONDITION OF MARSHALL - LERNER
AND THE J-CURVE PHENOMENON APPROACH
R. Roosaleh Laksono and R. Ait Novatiani
14:15 14:30 102 REVIEW OF THE IMPLEMENTATION OF SFAS NO. 46 OF THE INCOME TAX (CASE STUDY IN PT. DC)
Dyah Purnamasari
14:30 14:45 101 DEVELOPING CATTLE FATTENING BUSINESS BY USING BUSINESS MODEL CANVAS
Romdin Azhar and Dyah Kusumastuti 14:45 15:00
15:00 15:15 BREAK
15:15 15:30 107 EXPLORING THE LINKAGE BETWEEN KNOWLEDGE MANAGEMENT AND ORGANIZATIONAL CULTURE: A STUDY
OF LITERATURE
Siti Mardiana and Jann Tjakraatmadja
15:30 15:45 62 THE INFLUENCE OF TRANSFORMATIONAL LEADERSHIP AND EMPLOYEE ENGAGEMENT TO ORGANIZATIONAL CITIZENSHIP BEHAVIOR (OCB) AND ALSO THE EFFECT TO
DIVISION EFFECTIVENESS AT PT. INDUSTRI TELEKOMUNIKASI INDONESIA (PERSERO)
Vina Marinda
15:45 16:00 12 (OFSTEDE S ORGAN)SAT)ON CULTURE ON DEV)ANT WORKPLACE BEHAVIOR (CASE STUDY ON WORKERS AT
PLAZA TOYOTA BANDUNG)
Agung Augustrianto, Anita Silvianita and
Eltesar Ferari 16:00 16:15 105 STRATEGIES FOR INCREASING THE PERFORMANCE OF
MICRO, SMALL, AND MEDIUM ENTERPRISE (SME) IN THE APPAREL INDUSTRY IN JAKARTA TO ACHIEVE
SUSTAINABILITY
Inaki M. Hakim and Angginta R. Ibrahim
16:15 16:30 69 MINING TRANSACTIONAL DATA TO PRODUCE EXTENDED ASSOCIATION RULES USING COLLABORATIVE APRIORI,
FSA-RED AND M5P PFSA-REDICTIVE ALGORITHM AS A BASIS OF BUSINESS ACTIONS
Feri Sulianta, Eka Angga and Thee Houw Liong
16:30 16:45 46 ANALYZE AND IMPLEMENTATION OF ADAPTIVE HISTOGRAM EQUALIZATION TECHNIQUE FOR IMAGE ENHANCEMENT
Aditya Akbar Riadi and Ratih Nindyasari 16.45 17.00 18 PERFORMANCE OF THE TECHNOLOGY COMPONENTS OF
MADURESE BATIK SNALL AND MEDIUM ENTERPRISES
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Date of Conference
: September 6
th, 2016
Room Conference
: Room-2
Time Paper # Title Author
13:00 13:15 95 FMARI APPLICATION IN INNOVATION AND IT FOR
ACC)DENTS )NVEST)GAT)ON Prayoga Luthfil and Frieda Hariyani,
Iftikar Z Sutalaksana 13:15 13:30 77 INFORMATION HIDING USING STEGANOGRAPHY IN
MOBILE HEALTHCARE
Apri Junaidi, Muhammad Benny Chaniago and Mohamed
A. S. Doheir 13:30 13:45 94 PERSONALITY CHARACTERISTICS AND ABILITIES OF
ENTREPRENEURS THAT CONTRIBUTE TO SMALL BUSINESS SUCCESS (STUDY AT CENTRE OF EMBROIDERY
SMALL INDUSTRY TASIKMALAYA CITY)
Prety Diawati
13:45 14:00 73 APOLOGY SPEECH ACT IN INDONESIAN AND JAPANESE LANGUAGE: A COMPARATIVE METHOD
Riza Lupi Ardiati
14:00 14:15 10 EXTERNAL AND INTERNAL FACTORS OF MOBILE GAMES ADOPTION IN INDONESIA
Indrawati, M. Rizal Gaffar 14:15 14:30 6 GENERAL CONSIDERATIONS SECURITY ON MOBILE
COMPUTING
Zen Munawar
14:30 14:45 50 ENGLISH-PROFICIENT THINK-TANK TO SUPPORT SUSTAINABLE DEVELOPMENT OF PRIVATE UNIVERSITIES
IN INDONESIA: A PROPOSAL FOR PROFESSORIAL DEVELOPMENT
Bachrudin Musthafa and Rini Intansari
Meilani
14:45 15:00 71 UNDERSTANDING CHARACTER AND EXPERIENCE ON NATIVE SPEAKER OF ENGLISH THROUGH POLITENESS STRATEGIES IN EXPLICIT PERFORMATIVE UTTERANCES
Rosaria Mita Amalia
15:00 15:15 BREAK
15:15 15:30 37 IDENTIFICATION THE POTENTIAL CAUSES OF STOPLINE IN ELECTROLYTIC TINNING LINE USING MULTI
ATTRIBUTE FAILURE MODE ANALYSIS
Nuraida Wahyuni, Ratna Ekawati and
Rossi Annisa 15:30 15:45 119 DEVELOPMENT OF INJECTABLE CALCIUM PHOSPHATE
CEMENT FOR BONE FILLING MATERIALS
Iis Sopyan, A.S.F. Alqap and Suryanto 15:45 16:00 97 A SURVEY ON LOCATION-ROUTING-INVENTORY PROBLEM Nova Saragih, Senator
Bahagia, Suprayogi and Ibnu Syabri 16:00 16:15 27 DEVELOPMENT OF CONCEPTUAL FRAMEWORK FOR
SUSTAINABLE SUPPLY CHAIN PERFORMANCE MEASUREMENT IN SERVICE INDUSTRIES
Eko Budi Leksono, Suparno and Iwan
Vanany 16:15 16:30 60 MOBILE TOURIST RECOMMENDER SYSTEMS BASED ON
TOURIST TRIP DESIGN PROBLEM FOR INDONESIA DOMESTIC TOURIST, AN EXPLORATORY STUDY
Indri Hapsari
16:30 16:45 66 DEVELOPMENT OF GOVERNMENT IT SERVICES PLANNING USING TOGAF ADM AND IMPLEMENTATION USING
SOA-BPM WITH SOA-BPMN 2.0
R. A. E. Virgana and M. Sukrisno Mardiyanto
16.45 17.00 51 CONCEPTUAL FRAMEWORK: RAPID WEB APPLICATION DEVELOPMENT USING COMPONENT REUSE AND CASE
BASED REASONING
Eka Angga Laksana and Feri Sulianta
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Date of Conference
: September 6
th, 2016
Room Conference
: Room-3
Time Paper # Title Author
13:00 13:15 120 THE SUSTAINABILITY OF BIOGAS ADOPTION IN PATI, CENTRAL JAVA, INDONESIA
Jatmiko Wahyudi, Joy Clancy and Tubagus. B.
A Kurnani 13:15 13:30 131 EDUCATING CHANGE AGENTS IN LEVERAGING DISASTERS
FOR ACCELERATING CHANGE TOWARDS SUSTAINABILITY
Katja Brundiers
13:30 13:45 63 DEF)N)NG SME S : BE(AV)OUR OF AGR)CULTURAL SMALL MEDIUM ENTERPRISE SYSTEM FOR SUSTAINABLE
IMPROVEMENT PROCESS
Devi Maulida Rahmah
13:45 14:00 65 TRACK)NG ECO FOOTPR)NT )N UN)VERS)TY WEB PAGES Gunawan, Dina Natalia Prayogo, Rahman Dwi Wahyudi and Susilo
Wibowo 14:00 14:15 7 SUSTAINABLE BUSINESS WITH AN ENTREPRENEURIAL
CONCEPT OF BLOGGER VILLAGE (CRITICAL REVIEWS IN MENOWO VILLAGE, MAGELANG-INDONESIA)
Rochmat A. Purnomo and Andjar Prasetyo
14:15 14:30 14 ANALYSIS OF FACTORS THAT INFLUENCE CARBON EMISSION DISCLOSURE (EMPIRICAL STUDY ON COMPANIES REGISTERED IN SUSTAINABILITY REPORTING AWARD 2015)
R Wedi Rusmawan, Daniel T H Manurung and Fitria Husnatarina 14:30 14:45 75 UTILIZATION OF BIOGAS DIGESTER IN URBAN AND RURAL
AREAS OF INDONESIA: CHALLENGES AND FUTURE DIRECTION
Elisabeth Rianawati and Enri Damanhuri
14:45 15:00
15:00 15:15 BREAK
15:15 15:30 44 UNDERSTANDING KNOWLEDGE TRANSFER EFFECTIVENESS IN ENTERPRISE RESOURCE PLANNING SYSTEM IMPLEMENTATION WITHIN INDONESIAN SMALL AND
MEDIUM ENTERPRISES
Indra Cahyadi
15:30 15:45 53 ANALYS)S OF SME S READ)NESS FOR ADOPT)NG E-SCM USING TECHNOLOGY ACCEPTANCE MODEL (TAM) (CASE
STUDY ON SENTRA SABLON SUCI BANDUNG)
Ratih Hendayani and Maulana Tanjung
15:45 16:00 23 RUSSIAN ENTERPRISE TELECOMMUNICATION MARKET AS ANOT(ER TELKOM )NDONES)A S NEW ENTERPR)SE
MARKET
Marheni Eka Saputri, Nia Kurniasih and Ganjar Daniswara 16:00 16:15 29 THE INFLUENCE OF CORPORATE SOCIAL RESPONSIBILITY
ON PROFITABILITY: THE CASE OF BANKING COMPANIES IN INDONESIA
Salmah Pattisahusiwa and Hj.Rusdiah
Iskandar 16:15 16:30 56 EXTERNAL SUPPORTS, ENVIRONMENTAL UNCERTAINTIES
AND IT ADOPTION IN INDONESIAN MANUFACTURING SMES
Iman Sudirman, Singgih Saptadi, T.M.A. Ari Samadhi and Rajesri
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Date of Conference
: September 7
th, 2016
Room Conference
: Room-1
Time Paper # Title Author
10:45 11:00 96 ENHANCING EMPLOYEE ENGAGEMENT THROUGH HR PRACTICES, ORGANIZATON CLIMATE AND WORK
ENVIRONMENT
Dematria Pringgabayu, Dyah Kusumastuti and
Nugroho J. Setiadi 11:00 11:15 87 EFFECT OF COOPERATIVE REMUNERATION AGAINST CREATIVE
(A SURVEY ON KKB. WAHANA RAHARJA PT. DIRGANTARA INDONESIA (PERSERO) )
Paulus Sugianto Yusuf and Syafdinal
11:15 11:30 3 INTELLECTUAL CAPITAL ON MICRO, SMALL, AND MEDIUM ENTERPRISES (MSMES): CASE STUDY OF THE INDUSTRIAL CENTER OF TEXTILE PRODUCTS IN CIGONDEWAH BANDUNG
INDONESIA
Yuhana Astuti, Grisna Anggadwita and Doni
Rahadian
11:30 11:45 8 THE MATRIX OF MEDICAL KNOWLEDGE SHARING AMONG DOCTORS IN TEACHING HOSPITAL IN INDONESIA
Oktri Mohammad Firdaus, T.M.A. Ari Samadhi, Kadarsah Suryadi and
Rajesri Govindaraju 11:45 12:00 20 BANK S EMPLOYEES (APP)NESS FACTOR ANALYS)S A STUDY )N
BANK BTN JAKARTA, INDONESIA)
A. Pangarso, Kanserhino D.B. Putera, Mahir Pradana
and Arry Widodo
12:00 13:00 BREAK (LUNCH)
13:00 13:15 19 PREDICTING BEHAVIOR INTENTION TO ADOPT
TELECONSULTATION TECHNOLOGY (A PERSPECTIVE FROM THE IMPLEMENTATION OF UDOCTOR AT TELKOM INDONESIA)
Indrawati , Melani Ulfa
13:15 13:30 58 DESIGNING PORTABLE-REPETITIVE UPPER EXTREMITY ARM TRAINER FOR POST-STROKE PATIENTS USING NIGEL CROSS'S
RATIONAL METHOD
Ade Sri M., Nuraida W., Moh Fawaid, Ani Umyati,
M W Riesha, Hardianto Iridiastadi and Henny 13:30 13.45 113 ANALYSE OF EXEMPLARY LEADERSHIP AS THE KEY POINT OF
SUSTAINABLE BUSINESS IN MICRO-SMALL-MEDIUM ENTERPRISE
Nurdini Prihastiti and Bheben Oscar
13:45 14:00 83 APPLICATION OF GENETIC ALGORITHM IN CONTAINERSHIPS NETWORK DESIGN PROBLEM
Eric Wibisono
14:15 14:30 84 A CONCEPTUAL INTEGRATIVE MODEL OF KANSEI ENGINEERING, KANO AND TRIZ TOWARDS SUSTAINABILITY IN SERVICES
Markus Hartono
14:30 14:45 86 PRODUCT-SERVICE SYSTEM DEVELOPMENT AND EVALUATION FRAMEWORK FOR FURNITURE COMPANY USING MULTI- LAYER
QFD
Fatma Afiatna, Maria Anityasari and Rosita
Meitha 14:45 15:00 78 DECISION SUPPORT SYSTEM MODEL ANALYSIS FOR CREDIT
VEHICLE FINANCE (CASE STUDY: PT. XXX)
Ardiles Sinaga and Murnawan 15.00 15:15 111 COMPARATIVE ANALYSIS OF QUALITY OF SERVICES FOR VOIP
SERVICES IN WIMAX 802.16E NETWORK USING SCHEDULING SERVICE BEST EFFORT (BE) AND UNSOLICITED GRANT SERVICE
(UGS)
Viddi Mardiansyah and Nanda Namira Tiarninda
15:15 15:30 93 THE INFLUENCE OF SERVICE QUALITY AND SWITCHING BARRIER TO COSTUMER LOYALTY (SURVEY ON XL POSTPAID
COSTUMER IN PURWAKARTA)
Prety Diawati and Hesti Sugesti
15:30 15:45 88 STRATEGY OF DISTRIBUTION CREDIT TO SMALL AND MEDIUM ENTERPRISES THROUGH PARTNERSHIP PROGRAM AND COMMUNITY DEVELOPMENT PT. PERTAMINA (PERSERO) III
MARKETING BRANCH BANDUNG
Iwan Rijayana, Fitria Lilyana and Keni
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15
Date of Conference
: September 7
th, 2016
Room Conference
: Room-2
Time Paper # Title Author
10:45 11:00 92 THE INFLUENCE OF RETURN ON EQUITY, RETURN ON INVESTMENT, AND ECONOMIC VALUE ADDED TO STOCK RETURN (STUDIES IN THE INFRASTRUCTURE SECTOR LISTED
ON THE INDONESIA STOCK EXCHANGE PERIOD 2012-2014)
Mochamad Kohar Mudzakar and Astry
Arianti
11:00 11:15 106 FACTORS THAT AFFECT STOCK PRICING IN INDONESIA STOCK EXCHANGE
Gusni
11:15 11:30 15 REDESIGNING PERFORMANCE APPRAISAL SYSTEM TO REDUCE UNCERTAINTY IN DECISION MAKING BY USING FUZZY LOGIC
APPROACH
Hery Azwir and Bonnie Kalinggo
11:30 11:45 132 THE INFLUENCE OF ELECTRONIC WORD OF MOUTH AND BRAND IMAGE ON BUYING DECISION
Sri Astuti Pratminingsih, Eriana Astuty and Viddi
Mardiansyah. 11:45 12:00 5 THE INFLUENCE OF FINANCIAL KNOWLEDGE, FINANCIAL ATTITUDE
AND EXTERNAL LOCUS OF CONTROL ON PERSONAL FINANCIAL MANAGEMENT BEHAVIOR CASE STUDY OF BACHELOR DEGREE
STUDENT IN TELKOM UNIVERSITY
Ersha Amanah, Dadan Rahadian and Aldilla
Iradanty
12:00 13:00 BREAK (LUNCH)
13:00 13:15 114 FACTORS AFFECTING INTERNAL AUDIT FUNCTION EFFECTIVITY (INTERNAL AUDITOR COMPETENCE AND OBJECTIVITY, MANAGEMENT SUPPORT, AND ORGANIZATION
CULTURE) AT LOCAL GOVERNMENT
Rindu Rika Gamayuni
13:15 13:30 1 LEARN FROM OTHERS: REVIEW ON COMPANIES WITH SUSTAINABLE GOING CONCERN ISSUE AUDIT OPINION (STUDY ON MANUFACTURING COMPANY LISTED ON INDONESIA STOCK EXCHANGE AT THE PERIOD OF 2009 – 2011 AND 2012 - 2014)
Aida Wijaya, Lasmanah Drajat and Rika Fitriani
13:30 13.45 99 THE INFLUENCE OF BUDGET PARTICIPATION ON BUDGETARY SLACK WITH ORGANIZATIONAL COMMITMENT AS A MODERATOR VARIABLE (IN ORDER TO IMPROVE THE
SUSTAINABILITY OF SOES BANDUNG)
Veronica Christina and Sandi Akbar
13:45 14:00 28 SCHOLARSHIP AS A CORPORATE P()LANT(ROPY, A (ALF
BLOOD P()LANT(ROPY STRATEGY TO SUSTA)N Y.L. Ginting, Fibriyani Nur Khairin, Anisa K. and Iskandar 14:15 !4:30 26 INTERNAL AND EXTERNAL FACTORS THAT INFLUENCE
STUDENT ENTREPRENEURSHIP INTENTION ON PRIVATE UNIVERSITIES IN BANDUNG
Ina Ratnamiasih and Bayu Indra Setia
14:30 !4:45 108 HIGHER EDUCATION STRATEGIC ANALYSIS BASED ON PERCEP-TUAL MAPPING OF PROSPECTIVE STUDENTS IN BANDUNG
Zulganef Sutan Sati and Taufik Rachim 14:45 15:00 76 TRANSITION STRATEGIES OF CHANGE MANAGEMENT FOR THE
SUCCESFUL IMPLEMENTATION OF DATA WAREHOUSE OF HIGHER EDUCATION
Ade R Iskandar, Ari Wibowo, Sy Yuliani and
Heri Heriyono 15.00 15:15 131 CONTROLLER SYSTEM MODULE AS TECHNOLOGY SOLUTION
FOR REALIZING ECO-CAMPUS
R.D. Wahyudi, Susilo Wibowo, Dina Natalia Prayogo and Gunawan. 15:15 15:30 79 UN)VERS)TY S ENTERPR)SE ARC()TECTURE DES)GN US)NG
ENTERPRISE ARCHITECTURE PLANNING (EAP) BASED ON THE ZAC(MAN S FRAMEWORK APPROAC(
Hari Supriadi and Endang Amalia
15:30 15:45 54 ROLE OF TECHNO PARK FOR CREATE TECHNOPRENEURSHIP IN EDUCATION INDUSTRY, CASE STUDY: BANDUNG TECHNO PARK
Putu Nurwita and Sakinah Ichsani
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16
Date of Conference
: September 7
th, 2016
Room Conference
: Room-3
Time Paper # Title Author
10:45 11:00 91 HOW DIFFERENCES BETWEEN FASHION INNOVATORS AND NON-INNOVATORS AMONG YOUNG PEOPLE?
Novika Candra Astuti
11:00 11:15 122 THE INFLUENCE OF CREATIVITY AND QUALITY CUSTOMER SERVICE TO THE VALUES OF CUSTOMER LOYALTY OF KEBAYA AND ITS IMPLICATION WHICH INSPIRE THE DESIGNERS FOR LIFTING INDONESIAN CULTURE INTERNATIONALLY (RESEARCH ON WOMEN
KEBAYA CUSTOMERS IN INDONESIA)
R. Adjeng Mariana F
11:15 11:30 103 STUDY OF VISUAL PERCEPTION OF WOMAN SHOES FOR PRODUCT S DES)GN REFERENCE CASE STUDY: ONL)NE
SMALL MEDIUM ENTERPRISE
Tyas Ajeng Nastiti and Andar Bagus Sriwarno
11:30 11:45 61 ANTICIPATION IN THE FUTURE DEVELOPMENT OF TRUSMI BATIK SMES AT CIREBON REGENCY
Tita Borshalina
11:45 12:00 17 THE CONCEPT OF SUSTAINABLE TRADITION THROUGH REVITALIZATION OF BATIK TULIS GEDHOGAN OF PEOPLE
OF KEREK SUBDISTRICT, TUBAN DISTRICT, EAST JAVA, INDONESIA
Fajar Ciptandi, Agus Sachari, Achmad Haldani and Yanyan
Sunarya
12:00 13:00 BREAK (LUNCH)
13:00 13:15 43 SUSTAINABILITY OF FAVOR IN CULINARY BUSINESS COMMUNITY OF BANDUNG SOCIETY: CRITICAL DISCOURSE
ANALYSIS
Tubagus Chaeru
13:15 13:30 74 SUNDANESE FOOD: WHEN LOCAL AND GLOBAL CULTURE MEET
Eva Tuckyta Sari Sujatna, Heriyanto and
Kasno Pamungkas 13:30 13.45 21 UNDERSTANDING MASLOW'S HIERARCHY OF NEEDS TO
MEASURE CONTINUANCE INTENTION OF SNSS
Cut Irna Setiawati and Anita Silvianita 13:45 14:00 72 THE INFLUENCE OF OPERATION STRATEGY AND QUALITY
TO OPERATION PERFORMANCE IN GARMENT INDUSTRY IN KABUPATEN BANDUNG
Karlina Somantri, Ina Primiana Sagir, Umi
Kaltum and Rian Rinaldy 14:15 !4:30 55 REDUCING DEFECT PRODUCT USING DESIGN EXPERIMENT Yuswono Hadi 14:30 !4:45 52 ANALYSIS OF THE EFFECT OF FRAUD TRIANGLE
PERSPECTIVE TOWARD FRAUD INVESTIGATION AND THE IMPACT TO FRAUD CORRECTIVE ACTION
Bunga Indah B, Irene Sukma L.B. and H. R.
Ferry Mulyawan 14:45 15:00 47 APPLICATION OF FUZZY LOGIC AND IMPORTANCE
PERFORMANCE ANALYSIS IN ASSESSING
ORGANIZATIONAL AGILITY OF PT. IF HEAVY EQUIPMENT DISTRIBUTOR
Eveline Surbakti, Hery Hamdi Azwir and
Andira Taslim
15.00 15:15 48 INVENTORY MANAGEMENT IN HEALTHCARE SUPPLY CHAIN UNDER UNCERTAINTY AND EMERGENCY : A
LITERATURE REVIEW
Irwan Syahrir
15:15 15:30 59 DESIGNING A SMART MEDICINE BOX BASED ON QUALITY FUNCTION DEPLOYMENT (QFD)
Brina Lestari, Dyah Dewi and Rusminto
Widodo 15:30 15:45 RESEARCH AGENDA: TOP MANAGEMENT TEAM ROLES ON
MARKETING CAPABILITIES DEVELOPMENT
Didit Damur Rochman, Agus Rahayu, Kunendi
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303
A conceptual integrative model of Kansei Engineering, Kano and TRIZ towards
sustainability in services
M. Hartono
11Department of Industrial Engineering, University of Surabaya, Surabaya, Indonesia
(markus@staff.ubaya.ac.id) Abstract – Kansei Engineering (KE) has shown its
superiority in modeling customer emotional needs (Kansei in Japanese) into service performance. By incorporating Kano model and TRIZ, this integrative KE model is able to reveal what service attributes are sensitive and critical to customer emotions, and how to satisfy them with very less contradiction of proposed improvements. Moreover, sustainability aspect is embedded as a way to finalize the proposed solutions to be more feasible and relevant to today’s challenges. As an ilustrative example, healthcare service-based experience is presented. It shows that Kansei- based service experience is quite related to the sustainability thinking.
Keywords – Kansei Engineering, Kano, TRIZ,
sustainability
I. INTRODUCTION
Sustainability is of high interest both in the fields of industry and research, nowadays. Not only for production process, but also for service industries, where materials, products, people, information and finance take place. Sustainability doesn’t mean to achieve high profit for business orientation only; it may deal with customer satisfaction, social and environmentally friendliness [1].
By incorporating customer’s needs and wants, especially, affect and emotions, sustainability may have close relationship with. According to Rasamoelina et al. [1], customer and user’s environmental awareness is closely related to emotional satisfaction (or Kansei in Japanese). In other words, by producing new environmentally responsible products or services that are more appealing to the customers will lead to customer emotions. It is clearly noted that when customer satisfy and perceive a certain service or product as eco-based attribute, it will evoke emotional bond.
Study on user emotions has been of interest since 1970s. It has been applied extensively to product designs [2], extended into services with quality tools [3; 4]. It is a powerful product and service development method to translate user and customer’s feelings and images into design elements. In facts, people choose and buy products not only based on functional or usable attributes, rather something which perform appeal and emotional preference [6].
The most recent research on Kansei Engineering is about how to integrate Kansei with Kano model and TRIZ (i.e., the Theory of Inventive Problem Solving), addressed by Hartono [4]. The most significant finding was to
generate service designs for improvement with the lowest contradiction between the proposed service design solutions, focusing on emotional satisfaction. It has the potential in delivering innovative solutions for service designs in related to customer affect [4]. However, it lacks concern on sustainability. In other words, there is no such structured methodology to include sustainability aspects in Kansei-based integrated model.
Study on human factors is surely related to human capabilities and limitations, and has been extensively applied into product and service system. Related to socio- technical system, human is the core element. Nowadays, due to rapid changing environment system, the studies on sustainability play important concern. To achieve more effective design of appealing product (Kansei-based product), the design for sustainability will be of benefit [6]. This also applies to services, indeed. In addressing current issue on sustainability and close the research gap, this study is conducted to complete the previous model of Kansei Engineering, Kano and TRIZ [4], by taking into account sustainability concern, applied into services. Surely, starting from the identification of emotional-based voice of customer, to how to fill the gap, and propose sustainability-based solutions is addressed. In providing state of the art of this study, the summary of Kansei-based research in services in the last 5 years, is presented in Table I below.
TABLE I
SUMMARY OF KANSEI-BASED RESEARCH IN SERVICES
This article is structured as follows. Following this section, model development and methodology is provided. It, then, continues with discussion and conclusion. The last section will discuss further research recommendation.
II. MODEL DEVELOPMENT AND METHODOLOGY By referring to Hartono [4], this current study proposes a conceptual integrative framework of Kansei Engineering, Kano model and TRIZ incorporating
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8th Widyatama International Seminar on Sustainability
304 sustainability. It complements the previous model {see Hartono [4]} by incorporating sustainability concerns.
It starts with the selection of service-based services. Services consist of both cognition and emotional satisfactions [7]. It then deploys into two phases, i.e., (i) Kansei-based performance. It shows how to formulize and refine the affective needs of particular customers due to stimuli; (ii) Service attribute-based performance. This step will assess the performance of service attributes with regard to SERVQUAL [8] and Kano model [9]. According to Hartono [4], the Kano model is to categorize service attribute performance into the main three types, namely, attractive [A], one-dimensional [O], and must-be [M]. Afterwards, it moves to the synthesis phase, which is to screen out the service attributes taking priority on [A] or [O] Kano categories, and to model build up Kansei model. Kansei is deemed to be the function of service experience response.
Service-based Experience
Fig. 2. Green Kansei and sustainability, adopted from Rasamoelina et al. [1]
In short, to begin and end with customer point of view, this proposed integrative framework highlights a belief that user’s environmental awareness is closely correlated with the emotions, represented by Kansei [1].
Kansei-based
Performance basedServicePerformance Attribute- SERVQUALKANO
III. TESTING THE CONCEPTUAL MODEL: AN ILLUSTRATIVE CASE STUDY
Synthesis
KanseiModeling
Improvement Initiatives
KANO’s “A” &“O”
TRIZ Sustainability
This study provides an empirical case on healthcare services, located in Surabaya, Indonesia. Research on healthcare services is of high interest since it is a multidisciplinary field which contains social factors, health technology, quality and cost of healthcare, and most importantly, it deals with humans.
Taking a case study on healthcare has been conducted [10], this study extends the scope of framework model incorporating TRIZ and sustainability concerns. It is especially on how provide more comprehensive
Fig. 1. A conceptual integrative model of Kansei Engineering, Kano and TRIZ towards sustainability
At the subsequent phase, it’s how to finalize the proposed Kansei model with improvement initiatives. The most critical service attributes taking from significant Kansei model will be weighted by Kansei score, service performance gap, and Kano level. Then, TRIZ methodology takes place by providing contradiction analysis and elimination and generating ideal solution, taking into account sustainability concerns.
More specifically, this study will promote what and how Kansei contributes to sustainable design, in the sense that how Kansei-based design is positioned in the entire sustainable design and development process. According to Rasamoelina et al. [1], it starts with sustainable development that covers sustainable design, eco-design and product design. Incorporating user centered design, product design which is positioned in the core process, is proposed to include economic, functional, aesthetic, safe and environmental concerns. This is where Kansei engaged with sustainable design, known as Green Kansei. More details, it is shown in Fig. 2.
improvement designs and initiatives.
Face-to-face questionnaire was chosen as the main data gathering method for this research. It has been deemed to be the most powerful research method in the exploration phase and theory building, testing, and extension [11].
There were 102 respondents involved with the age range of 21 – 40 years old. Mostly they were professionals. Through convenience sampling method, they were screened out; those who have been hospitalized in medium-large healthcare centres with a minimum of 2 days experience chosen. All variables in the survey (i.e., SERVQUAL, Kansei and Kano) were deemed valid and reliable after passing through validity and reliability tests using confirmatory factor analysis (CFA). The results of synthesis, Kansei modeling and proposed improvement are provided in Table II and III.
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TABLE II
SYNTHESIS AND KANSEI MODELING
Based on the Table II above, there were 5 dominant Kansei experienced by the customers. These were, namely, happiness, satisfaction, endurance, quitness and spaciousness. Among these Kansei, happiness was the most dominant one. It was due to quality of services given by the healthcare center, covering all service attributes, which brought impacts physically (tangible aspects) and mentally (intangible aspects and interaction-based activities). Happiness was related to various and fresh food menu, friendliness and ease communication of doctors, nurses and staffs, and the prompt complaint handling. It also implied that, nowadays, healthcare is proposed to be a second home for patients, which may result significant happiness to everyone who experiences any service given by healthcare/hospital.
According to findings of synthesis and Kansei modeling as shown in Table II above, there were 5 Kansei insignificant to the any service attributes experience, i.e., friendliness, comfort, belief, arrangement and boredom. Compared to the significant Kansei (i.e., happiness, satisfaction, endurance, quitness and spaciousness), the insignificant ones seemed to be the second layer of Kansei. Patients were needed to be fast treated, and thus, they showed their first layer impressions/Kansei. The insignificant Kansei might be due to relatively limited number of respondents, and also unidentified service attributes.
TABLE III
IMPROVEMENT INITIATIVES WITH SCORE OF IMPORTANCE
*
Importance of what = |Satisfaction score| x Kano weight x sum of Kansei means
Using reverse significant model, there were 6 summarized important service attributes (see Table III).
According to the weighting process {see Hartono [4]}, there were 3 most dominant service attributes, i.e., various and fresh food menu (1st priority); nurse, doctor and staff
always give special attention and greeting to patients (2nd
priority) and facilities at healthcare are complete, comfortable and clean (3rd priority).
IV. ANALYSIS AND DISCUSSION
Kansei is challenged to be an entity which bridges the service attributes and improvement initiatives. More specifically, this study will focus on non-contradictive and eco-sustainable solutions.
As it is based on SERVQUAL dimensions, both concrete and abstract Kansei factors may be taken into account. Those are believed to have relations with environmental awareness. For instance, green color building as a tangile stuff will bring Kansei comfortable; whereas, prompt response given by nurses, doctors and staffs will bring Kansei satisfaction.
Kansei happiness was then found to be the most significant Kansei, according to the modeling process. It shows that patients were mostly happy when visiting and staying in the healthcare centers, due to various and fresh food menu, friendliness and ease communication of doctors, nurses and staffs, and the prompt complaint handling (as it was discussed previously in the Table I). Afterwards, it was found that various and fresh food menu is the most important service attribute for healthcare. It was a surprising finding. Perhaps, nowadays patients have assumed that hospitals have sufficient quality for doctors, staffs and nurses. Though, it was marked as an “A” [attractive Kano quality]. It can be understood that the good quality of doctors, staffs, and nurses may become an “O” or even “M” Kano category soon.
Thus, various and fresh food menu is a point of difference. Surely, it was rated as “A” Kano quality. It was confirmed that various and fresh food menu is critical to customers/patients, according to the interview result. Patients were relatively bored when they stayed more than 2 days, they had no choice, then. No choice in terms of what food menu will be provided, with a very limited ingredients, constrained by the severity of disease and general patient conditions. However, this is critical. They need more variation and differentiation of meals. They are all human beings.
Back to the principle of Ergonomics/Human Factors Engineering, humans need to be more humanized. They are constrained by physical and mental capabilities and limitations. However, they are wanting something to adjust and adapt more. It is a challenge for all engineers and designers. More often, it brings significant impact to Kansei. Why is this very important issue? According to Hartono and Raharjo [7], a very clear and final stage of judgment made by customers is significantly influenced by emotions, rather than cognition. Again, emotions deal with Kansei.
Referring to the 1st priority of service attribute, i.e.,
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8th Widyatama International Seminar on Sustainability
306 may refer to TRIZ for services [12; 4]. TRIZ will overcome the limitations of the idea generation process, with very less contradiction among alternatives of solution. Usually, service designers will rely on past solutions when asked to generate ideas for improvement, known as cognitive inertia. Based on the 40 TRIZ principles and the TRIZ contradiction matrix (see http://www.triz40.com), this improvement idea refers to the improved feature 38, i.e., extend of automation, which is contradictive to feature 26, i.e., quantity of substance. Thus, there are two principles proposed to solve this contradiction, i.e., (i) parameter changes, and (ii) the other way around.
The parameter changes and the other way around relate to several alternatives, such as, (i) change the degree of flexibility, e.g., hospital may offer a daily simplified food menu professionally, as it is available in a restaurant. The patient may custom it, within a boundary of health and hygiene specified by the doctor or staff; (ii) change the temperature, e.g., hospital may wrap the cooked food in aluminium foil packaging. This is to maintain the freshness of food once it is served to the patient; (iii) provide a patient with a self-order system for meal, rather than provide a package of meal to patient without any confirmation.
Those all mentioned above alternatives of improvement will be appropriate and sufficient for fulfilling the 1st prioritized service attribute, which is how
to provide various and fresh food menu. However, we need to screen out which one is the most effective and efficient, according to sustainability criteria (i.e., economy, society, and environment aspects). It is assumed that economy, society, and environment aspect have the equal weight and there is no sub-items for each aspect in assessing which alternative to select. Due to cost efficiency/effectiveness, social impact, and eco-friendly design, then, change the degree of flexibility is selected. The healthcare may apply an offer a daily simplified food menu professionally, as it is in a restaurant. Patient will experience flexibility, in terms of various and fresh meals. An order can be made a day in advance. Surely, all offers may satisfy the prohibited meals and ingredients as prescribed by the doctors.
Once the 1st priority for service attribute improvement
has been done, it continues to the 2nd and 3rd prioritized
service attributes. It then follows the same TRIZ methodology process as it is of that the 1st priority. The
formulized result of TRIZ principles to solve any contradiction might be different. However, what has been formulized at the 1st priority should be set as the core
component of improvement strategy. V. CONCLUSION
In general, nowadays, people make judgment on products and services based on emotions rather than cognition. Thus, emotions (or Kansei in Japanese) is more dominant today. Research on Kansei becomes critical and
important, especially when it deals tight competition in the market and also sustainability concerns.
In addressing the issues of market competition and eco-sustainable design, a study on services taking into account Kansei, Kano and TRIZ has been conducted. Previous approach has been done, but it has several niches to fill in. Through this study, a comprehensive approach with more formal methodology has been addressed. It is hoped that a model with concerns on emotions (Kansei) and less contradictive solutions applied, with sustainability concern as the final control. Practically, it may be useful as a guide for service managers or practitioners in evaluating which service attributes need to improve and modify, surely, with a focus on sustainable business and environment.
VI. FURTHER RESEARCH RECOMMENDATION Due to a very limited service domain and number of sample size, this study is of quite limited. The proposed integrative model need to be tested by taking more level of services with more complex and comprehensive problems.
ACKNOWLEDGMENT
This research has been fully supported by the Department of Industrial Engineering, University of Surabaya, Indonesia.
REFERENCES
[1] F. Rasamoelina, C. Bouchard, and A. Aoussat, “Towards a Kansei-based user modeling methodology for eco-design,” International Journal of Affective Engineering, Vol. 12, No. 2, pp. 337-348, 2013.
[2] M. Nagamachi, “Kansei Engineering: A New Ergonomic Consumer-oriented Technology for Product Development,” International Journal of Industrial Ergonomics, Vol. 15, No. 1, pp. 3–11, 1995.
[3] M. Hartono and K.C. Tan, “How the Kano Model Contributes to Kansei Engineering in Services,” Ergonomics, Vol. 54, No. 11, pp. 987–1004, 2011.
[4] M. Hartono, “The extended integrated model of Kansei Engineering, Kano, and TRIZ incorporating cultural differences into services,” International Journal of Technology, Vol. 7, No. 1, pp. 97–104, 2016.
[5] P. W. Jordan, Designing Pleasurable Products. London: Taylor & Francis, 2000.
[6] T. Childs, V. Agouridas, C. Barnes, and B. Henson, “Controlled Appeal Product Design: a Life Cycle Role for Affective (Kansei) Engineering,” in Proceedings of International Conference on Life Cycle Engineering LCE 2006, pp. 537-542.
[7] M. Hartono and H. Raharjo, “Exploring the Mediating Role of Affective and Cognitive Satisfaction on the Effect of Service Quality on Loyalty,” Total Quality Management & Business Excellence, Vol. 26, No. 9-10, pp. 971-985, 2015.
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8th Widyatama International Seminar on Sustainability
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[9] N. Kano, N. Seraku, F. Takahashi, and S. Tsuji, “Attractive quality and must-be quality,” The Journal of the Japanese Society for Quality Control, Vol. 14, No. 2, pp. 39–48, 1984.
[10] M. Hartono, “Incorporating customer emotional needs using Kansei Engineering and Kano model to support Customer Relationship Management: A case study in healthcare services,” in Proceedings of Joint Asia Pacific
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International Conference, October 22-25, 2014, Bali, Indonesia.
[11] C. Voss, N. Tsikriktsis and M. Frohlich, “Case study research in operations management,” International Journal of Operations and Product Management, Vol. 22, No. 2, pp. 195–219, 2002.
[12] K. H. Chai, Z. Jun, and K. C. Tan, “A TRIZ-based Method for New Service Design,” Journal of Service Research, Vol. 8, No. 1, pp. 48–66, 2005.
[13] C. Llinares, and A. F. Page, “Kano’s model in Kansei Engineering to evaluate subjective real estate consumer Preferences,” International Journal of Industrial Ergonomics, Vol. 41, pp. 233–246, 2011.
[14] M. Hartono, “Incorporating service quality tools into Kansei Engineering in services: A case study of Indonesian tourists,” Procedia Economics and Finance, Vol. 4, pp. 201–212, 2012.
[15] M. Hartono, K. C. Tan, and J. B. Peacock, “Applying Kansei Engineering, the Kano model and QFD to services,” International Journal of Services, Economics and Management, Vol. 5, No. 3, pp. 256–274, 2013.
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16
Date of Conference
: September 7
th, 2016
Room Conference
: Room-3
Time Paper # Title Author
10:45 11:00 91 HOW DIFFERENCES BETWEEN FASHION INNOVATORS AND NON-INNOVATORS AMONG YOUNG PEOPLE?
Novika Candra Astuti
11:00 11:15 122 THE INFLUENCE OF CREATIVITY AND QUALITY CUSTOMER SERVICE TO THE VALUES OF CUSTOMER LOYALTY OF KEBAYA AND ITS IMPLICATION WHICH INSPIRE THE DESIGNERS FOR LIFTING INDONESIAN CULTURE INTERNATIONALLY (RESEARCH ON WOMEN
KEBAYA CUSTOMERS IN INDONESIA)
R. Adjeng Mariana F
11:15 11:30 103 STUDY OF VISUAL PERCEPTION OF WOMAN SHOES FOR
PRODUCT S DES)GN REFERENCE CASE STUDY: ONL)NE
SMALL MEDIUM ENTERPRISE
Tyas Ajeng Nastiti and Andar Bagus Sriwarno 11:30 11:45 61 ANTICIPATION IN THE FUTURE DEVELOPMENT OF
TRUSMI BATIK SMES AT CIREBON REGENCY
Tita Borshalina 11:45 12:00 17 THE CONCEPT OF SUSTAINABLE TRADITION THROUGH
REVITALIZATION OF BATIK TULIS GEDHOGAN OF PEOPLE OF KEREK SUBDISTRICT, TUBAN DISTRICT, EAST JAVA,
INDONESIA
Fajar Ciptandi, Agus Sachari, Achmad Haldani and Yanyan
Sunarya
12:00 13:00 BREAK (LUNCH)
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A conceptual integrative model of Kansei Engineering, Kano and TRIZ towards
sustainability in services
M. Hartono
11Department of Industrial Engineering, University of Surabaya, Surabaya, Indonesia
(markus@staff.ubaya.ac.id)
Abstract – Kansei Engineering (KE) has shown its
superiority in modeling customer emotional needs (Kansei in Japanese) into service performance. By incorporating Kano model and TRIZ, this integrative KE model is able to reveal what service attributes are sensitive and critical to customer emotions, and how to satisfy them with very less contradiction of proposed improvements. Moreover, sustainability aspect is embedded as a way to finalize the proposed solutions to be more feasible and relevant to today’s challenges. As an ilustrative example, healthcare service-based experience is presented. It shows that Kansei- based service experience is quite related to the sustainability thinking.
Keywords – Kansei Engineering, Kano, TRIZ,
sustainability
I. INTRODUCTION
Sustainability is of high interest both in the fields of industry and research, nowadays. Not only for production process, but also for service industries, where materials, products, people, information and finance take place. Sustainability doesn’t mean to achieve high profit for business orientation only; it may deal with customer satisfaction, social and environmentally friendliness [1].
By incorporating customer’s needs and wants, especially, affect and emotions, sustainability may have close relationship with. According to Rasamoelina et al. [1], customer and user’s environmental awareness is closely related to emotional satisfaction (or Kansei in Japanese). In other words, by producing new environmentally responsible products or services that are more appealing to the customers will lead to customer emotions. It is clearly noted that when customer satisfy and perceive a certain service or product as eco-based attribute, it will evoke emotional bond.
Study on user emotions has been of interest since 1970s. It has been applied extensively to product designs [2], extended into services with quality tools [3; 4]. It is a powerful product and service development method to translate user and customer’s feelings and images into design elements. In facts, people choose and buy products not only based on functional or usable attributes, rather something which perform appeal and emotional preference [6].
The most recent research on Kansei Engineering is about how to integrate Kansei with Kano model and TRIZ (i.e., the Theory of Inventive Problem Solving), addressed by Hartono [4]. The most significant finding was to
generate service designs for improvement with the lowest contradiction between the proposed service design solutions, focusing on emotional satisfaction. It has the potential in delivering innovative solutions for service designs in related to customer affect [4]. However, it lacks concern on sustainability. In other words, there is no such structured methodology to include sustainability aspects in Kansei-based integrated model.
Study on human factors is surely related to human capabilities and limitations, and has been extensively applied into product and service system. Related to socio- technical system, human is the core element. Nowadays, due to rapid changing environment system, the studies on sustainability play important concern. To achieve more effective design of appealing product (Kansei-based product), the design for sustainability will be of benefit [6]. This also applies to services, indeed. In addressing current issue on sustainability and close the research gap, this study is conducted to complete the previous model of Kansei Engineering, Kano and TRIZ [4], by taking into account sustainability concern, applied into services. Surely, starting from the identification of emotional-based voice of customer, to how to fill the gap, and propose sustainability-based solutions is addressed. In providing state of the art of this study, the summary of Kansei-based research in services in the last 5 years, is presented in Table I below.
TABLE I
SUMMARY OF KANSEI-BASED RESEARCH IN SERVICES
This article is structured as follows. Following this section, model development and methodology is provided. It, then, continues with discussion and conclusion. The last section will discuss further research recommendation.
II. MODEL DEVELOPMENT AND METHODOLOGY By referring to Hartono [4], this current study proposes a conceptual integrative framework of Kansei Engineering, Kano model and TRIZ incorporating
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304 sustainability. It complements the previous model {see Hartono [4]} by incorporating sustainability concerns.
It starts with the selection of service-based services. Services consist of both cognition and emotional satisfactions [7]. It then deploys into two phases, i.e., (i) Kansei-based performance. It shows how to formulize and refine the affective needs of particular customers due to stimuli; (ii) Service attribute-based performance. This step will assess the performance of service attributes with regard to SERVQUAL [8] and Kano model [9]. According to Hartono [4], the Kano model is to categorize service attribute performance into the main three types, namely, attractive [A], one-dimensional [O], and must-be [M]. Afterwards, it moves to the synthesis phase, which is to screen out the service attributes taking priority on [A] or [O] Kano categories, and to model build up Kansei model. Kansei is deemed to be the function of service experience response.
Service-based Experience
Fig. 2. Green Kansei and sustainability, adopted from Rasamoelina et al. [1]
In short, to begin and end with customer point of view, this proposed integrative framework highlights a belief that user’s environmental awareness is closely correlated with the emotions, represented by Kansei [1].
Kansei-based
Performance basedServicePerformance Attribute- SERVQUALKANO
III. TESTING THE CONCEPTUAL MODEL: AN ILLUSTRATIVE CASE STUDY
Synthesis
KanseiModeling
Improvement Initiatives
KANO’s “A” &“O”
TRIZ Sustainability
This study provides an empirical case on healthcare services, located in Surabaya, Indonesia. Research on healthcare services is of high interest since it is a multidisciplinary field which contains social factors, health technology, quality and cost of healthcare, and most importantly, it deals with humans.
Taking a case study on healthcare has been conducted [10], this study extends the scope of framework model incorporating TRIZ and sustainability concerns. It is especially on how provide more comprehensive Fig. 1. A conceptual integrative model of Kansei Engineering, Kano
and TRIZ towards sustainability
At the subsequent phase, it’s how to finalize the proposed Kansei model with improvement initiatives. The most critical service attributes taking from significant Kansei model will be weighted by Kansei score, service performance gap, and Kano level. Then, TRIZ methodology takes place by providing contradiction analysis and elimination and generating ideal solution, taking into account sustainability concerns.
More specifically, this study will promote what and how Kansei contributes to sustainable design, in the sense that how Kansei-based design is positioned in the entire sustainable design and development process. According to Rasamoelina et al. [1], it starts with sustainable development that covers sustainable design, eco-design and product design. Incorporating user centered design, product design which is positioned in the core process, is proposed to include economic, functional, aesthetic, safe and environmental concerns. This is where Kansei engaged with sustainable design, known as Green Kansei. More details, it is shown in Fig. 2.
improvement designs and initiatives.
Face-to-face questionnaire was chosen as the main data gathering method for this research. It has been deemed to be the most powerful research method in the exploration phase and theory building, testing, and extension [11].
There were 102 respondents involved with the age range of 21 – 40 years old. Mostly they were professionals. Through convenience sampling method, they were screened out; those who have been hospitalized in medium-large healthcare centres with a minimum of 2 days experience chosen. All variables in the survey (i.e., SERVQUAL, Kansei and Kano) were deemed valid and reliable after passing through validity and reliability tests using confirmatory factor analysis (CFA). The results of synthesis, Kansei modeling and proposed improvement are provided in Table II and III.
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305 TABLE II
SYNTHESIS AND KANSEI MODELING
Based on the Table II above, there were 5 dominant Kansei experienced by the customers. These were, namely, happiness, satisfaction, endurance, quitness and spaciousness. Among these Kansei, happiness was the most dominant one. It was due to quality of services given by the healthcare center, covering all service attributes, which brought impacts physically (tangible aspects) and mentally (intangible aspects and interaction-based activities). Happiness was related to various and fresh food menu, friendliness and ease communication of doctors, nurses and staffs, and the prompt complaint handling. It also implied that, nowadays, healthcare is proposed to be a second home for patients, which may result significant happiness to everyone who experiences any service given by healthcare/hospital.
According to findings of synthesis and Kansei modeling as shown in Table II above, there were 5 Kansei insignificant to the any service attributes experience, i.e., friendliness, comfort, belief, arrangement and boredom. Compared to the significant Kansei (i.e., happiness, satisfaction, endurance, quitness and spaciousness), the insignificant ones seemed to be the second layer of Kansei. Patients were needed to be fast treated, and thus, they showed their first layer impressions/Kansei. The insignificant Kansei might be due to relatively limited number of respondents, and also unidentified service attributes.
TABLE III
IMPROVEMENT INITIATIVES WITH SCORE OF IMPORTANCE
*
Importance of what = |Satisfaction score| x Kano weight x sum of Kansei means
Using reverse significant model, there were 6 summarized important service attributes (see Table III).
According to the weighting process {see Hartono [4]}, there were 3 most dominant service attributes, i.e., various and fresh food menu (1st priority); nurse, doctor and staff
always give special attention and greeting to patients (2nd
priority) and facilities at healthcare are complete, comfortable and clean (3rd priority).
IV. ANALYSIS AND DISCUSSION
Kansei is challenged to be an entity which bridges the service attributes and improvement initiatives. More specifically, this study will focus on non-contradictive and eco-sustainable solutions.
As it is based on SERVQUAL dimensions, both concrete and abstract Kansei factors may be taken into account. Those are believed to have relations with environmental awareness. For instance, green color building as a tangile stuff will bring Kansei comfortable; whereas, prompt response given by nurses, doctors and staffs will bring Kansei satisfaction.
Kansei happiness was then found to be the most significant Kansei, according to the modeling process. It shows that patients were mostly happy when visiting and staying in the healthcare centers, due to various and fresh food menu, friendliness and ease communication of doctors, nurses and staffs, and the prompt complaint handling (as it was discussed previously in the Table I). Afterwards, it was found that various and fresh food menu is the most important service attribute for healthcare. It was a surprising finding. Perhaps, nowadays patients have assumed that hospitals have sufficient quality for doctors, staffs and nurses. Though, it was marked as an “A” [attractive Kano quality]. It can be understood that the good quality of doctors, staffs, and nurses may become an “O” or even “M” Kano category soon.
Thus, various and fresh food menu is a point of difference. Surely, it was rated as “A” Kano quality. It was confirmed that various and fresh food menu is critical to customers/patients, according to the interview result. Patients were relatively bored when they stayed more than 2 days, they had no choice, then. No choice in terms of what food menu will be provided, with a very limited ingredients, constrained by the severity of disease and general patient conditions. However, this is critical. They need more variation and differentiation of meals. They are all human beings.
Back to the principle of Ergonomics/Human Factors Engineering, humans need to be more humanized. They are constrained by physical and mental capabilities and limitations. However, they are wanting something to adjust and adapt more. It is a challenge for all engineers and designers. More often, it brings significant impact to Kansei. Why is this very important issue? According to Hartono and Raharjo [7], a very clear and final stage of judgment made by customers is significantly influenced by emotions, rather than cognition. Again, emotions deal with Kansei.
Referring to the 1st priority of service attribute, i.e.,
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306 may refer to TRIZ for services [12; 4]. TRIZ will overcome the limitations of the idea generation process, with very less contradiction among alternatives of solution. Usually, service designers will rely on past solutions when asked to generate ideas for improvement, known as cognitive inertia. Based on the 40 TRIZ principles and the TRIZ contradiction matrix (see http://www.triz40.com), this improvement idea refers to the improved feature 38, i.e., extend of automation, which is contradictive to feature 26, i.e., quantity of substance. Thus, there are two principles proposed to solve this contradiction, i.e., (i) parameter changes, and (ii) the other way around.
The parameter changes and the other way around relate to several alternatives, such as, (i) change the degree of flexibility, e.g., hospital may offer a daily simplified food menu professionally, as it is available in a restaurant. The patient may custom it, within a boundary of health and hygiene specified by the doctor or staff; (ii) change the temperature, e.g., hospital may wrap the cooked food in aluminium foil packaging. This is to maintain the freshness of food once it is served to the patient; (iii) provide a patient with a self-order system for meal, rather than provide a package of meal to patient without any confirmation.
Those all mentioned above alternatives of improvement will be appropriate and sufficient for fulfilling the 1st prioritized service attribute, which is how
to provide various and fresh food menu. However, we need to screen out which one is the most effective and efficient, according to sustainability criteria (i.e., economy, society, and environment aspects). It is assumed that economy, society, and environment aspect have the equal weight and there is no sub-items for each aspect in assessing which alternative to select. Due to cost efficiency/effectiveness, social impact, and eco-friendly design, then, change the degree of flexibility is selected. The healthcare may apply an offer a daily simplified food menu professionally, as it is in a restaurant. Patient will experience flexibility, in terms of various and fresh meals. An order can be made a day in advance. Surely, all offers may satisfy the prohibited meals and ingredients as prescribed by the doctors.
Once the 1st priority for service attribute improvement
has been done, it continues to the 2nd and 3rd prioritized
service attributes. It then follows the same TRIZ methodology process as it is of that the 1st priority. The
formulized result of TRIZ principles to solve any contradiction might be different. However, what has been formulized at the 1st priority should be set as the core
component of improvement strategy. V. CONCLUSION
In general, nowadays, people make judgment on products and services based on emotions rather than cognition. Thus, emotions (or Kansei in Japanese) is more dominant today. Research on Kansei becomes critical and
important, especially when it deals tight competition in the market and also sustainability concerns.
In addressing the issues of market competition and eco-sustainable design, a study on services taking into account Kansei, Kano and TRIZ has been conducted. Previous approach has been done, but it has several niches to fill in. Through this study, a comprehensive approach with more formal methodology has been addressed. It is hoped that a model with concerns on emotions (Kansei) and less contradictive solutions applied, with sustainability concern as the final control. Practically, it may be useful as a guide for service managers or practitioners in evaluating which service attributes need to improve and modify, surely, with a focus on sustainable business and environment.
VI. FURTHER RESEARCH RECOMMENDATION Due to a very limited service domain and number of sample size, this study is of quite limited. The proposed integrative model need to be tested by taking more level of services with more complex and comprehensive problems.
ACKNOWLEDGMENT
This research has been fully supported by the Department of Industrial Engineering, University of Surabaya, Indonesia.
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