ABSTRACT
ABSTRACT: The purpose of this study is using Kansei Engineering method and Kano model to improve the service design in nursing home in Taiwan. Previous studies found that Taiwan is facing the rapid increase of the ageing population and lack of resources for taking care of elderly. Nursing home has become one of solutions to overcome these issues, but the current condition indicates some nursing homes can not satisfy the customer desires, especially for elderly who are more sensitive. Kansei Engineering method has ability to translate the customer’s feeling into design specification and minimize the subjective interpretation of emotion or Kansei and Kano model has ability to take out unspoken customer desires and provide a unique way by distinguishing the impact of different customer needs on total customer satisfaction in the early stage of product or service development to get the higher degree of effectiveness and efficiency. The integration between Kansei Engineering method and Kano model is used to analyze the relationship between service attributes performance and customer emotional response by categorizing the service attributes based on importance priority. Thus, the result may generate the proper result to improve the service design of the nursing home based on the elderly desires.
