{"title":"gsqual-kano和质量功能部署(qfd)在提高绿色酒店服务中的应用","authors":"Rizky Ardian Saputra, K. Amar, S. Mangngenre","doi":"10.33536/jiem.v8i2.1564","DOIUrl":null,"url":null,"abstract":"This study aims to examine the green practices that have been implemented in an eco-hotel and further design services to meet the customer expectation. The data was collected through a survey distributed via e-form to 250 hotel guests who personally experienced green services at the hotel. Through the integration of Green SERVQUAL (GSQual) and the KANO model, there are 11 attributes that need to be improved. Further, the improvement of green services is prioritized using the technical importance score from the QFD. The highest rating of technical importance is 376.62, indicating the need to install an automatic faucet sensor to reduce water consumption waste. By implementing the improvements, the hotel will be able to better manage its water consumption and thus satisfy their customers.","PeriodicalId":38526,"journal":{"name":"International Journal of Industrial Engineering and Management","volume":"14 1","pages":""},"PeriodicalIF":2.4000,"publicationDate":"2023-08-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"APPLICATION OF GSQUAL-KANO AND QUALITY FUNCTION DEPLOYMENT (QFD) IN IMPROVING GREEN HOTEL SERVICES\",\"authors\":\"Rizky Ardian Saputra, K. Amar, S. Mangngenre\",\"doi\":\"10.33536/jiem.v8i2.1564\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"This study aims to examine the green practices that have been implemented in an eco-hotel and further design services to meet the customer expectation. The data was collected through a survey distributed via e-form to 250 hotel guests who personally experienced green services at the hotel. Through the integration of Green SERVQUAL (GSQual) and the KANO model, there are 11 attributes that need to be improved. Further, the improvement of green services is prioritized using the technical importance score from the QFD. The highest rating of technical importance is 376.62, indicating the need to install an automatic faucet sensor to reduce water consumption waste. By implementing the improvements, the hotel will be able to better manage its water consumption and thus satisfy their customers.\",\"PeriodicalId\":38526,\"journal\":{\"name\":\"International Journal of Industrial Engineering and Management\",\"volume\":\"14 1\",\"pages\":\"\"},\"PeriodicalIF\":2.4000,\"publicationDate\":\"2023-08-31\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"International Journal of Industrial Engineering and Management\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.33536/jiem.v8i2.1564\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q2\",\"JCRName\":\"ENGINEERING, INDUSTRIAL\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Industrial Engineering and Management","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.33536/jiem.v8i2.1564","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"ENGINEERING, INDUSTRIAL","Score":null,"Total":0}
APPLICATION OF GSQUAL-KANO AND QUALITY FUNCTION DEPLOYMENT (QFD) IN IMPROVING GREEN HOTEL SERVICES
This study aims to examine the green practices that have been implemented in an eco-hotel and further design services to meet the customer expectation. The data was collected through a survey distributed via e-form to 250 hotel guests who personally experienced green services at the hotel. Through the integration of Green SERVQUAL (GSQual) and the KANO model, there are 11 attributes that need to be improved. Further, the improvement of green services is prioritized using the technical importance score from the QFD. The highest rating of technical importance is 376.62, indicating the need to install an automatic faucet sensor to reduce water consumption waste. By implementing the improvements, the hotel will be able to better manage its water consumption and thus satisfy their customers.
期刊介绍：
International Journal of Industrial Engineering and Management (IJIEM) is an interdisciplinary international academic journal published quarterly. IJIEM serves researchers in the industrial engineering, manufacturing engineering and management fields. The major aims are: To collect and disseminate information on new and advanced developments in the field of industrial engineering and management; To encourage further progress in engineering and management methodology and applications; To cover the range of engineering and management development and usage in their use of managerial policies and strategies. Thus, IJIEM invites the submission of original, high quality, theoretical and application-oriented research; general surveys and critical reviews; educational or training articles including case studies, in the field of industrial engineering and management. The journal covers all aspects of industrial engineering and management, particularly: -Smart Manufacturing & Industry 4.0, -Production Systems, -Service Engineering, -Automation, Robotics and Mechatronics, -Information and Communication Systems, -ICT for Collaborative Manufacturing, -Quality, Maintenance and Logistics, -Safety and Reliability, -Organization and Human Resources, -Engineering Management, -Entrepreneurship and Innovation, -Project Management, -Marketing and Commerce, -Investment, Finance and Accounting, -Insurance Engineering and Management, -Media Engineering and Management, -Education and Practices in Industrial Engineering and Management.
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