APPLICATION OF GSQUAL-KANO AND QUALITY FUNCTION DEPLOYMENT (QFD) IN IMPROVING GREEN HOTEL SERVICES

IF 2.4 Q2 ENGINEERING, INDUSTRIAL

International Journal of Industrial Engineering and Management Pub Date : 2023-08-31 DOI:10.33536/jiem.v8i2.1564

Rizky Ardian Saputra, K. Amar, S. Mangngenre

引用次数: 0

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.

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gsqual-kano和质量功能部署(qfd)在提高绿色酒店服务中的应用

本研究旨在检验在生态酒店中实施的绿色实践和进一步的设计服务，以满足客户的期望。数据是通过电子表格向250名亲自体验过酒店绿色服务的酒店客人进行调查收集的。通过Green SERVQUAL (GSQual)与KANO模型的集成，有11个属性需要改进。此外，利用QFD的技术重要性评分，对绿色服务的改善进行优先排序。技术重要性的最高评级为376.62，表明需要安装自动水龙头传感器以减少水消耗浪费。通过实施这些改进，酒店将能够更好地管理其用水量，从而满足他们的顾客。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Industrial Engineering and Management Business, Management and Accounting-Business, Management and Accounting (miscellaneous)

CiteScore

5.00

自引率

17.20%

发文量

审稿时长

21 weeks

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.