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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 Innovation and IT

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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

Cultural Tour

53

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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. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. 30. 31. 32. 33. 34. 35. 36. 37. 38. 39. 40. 41. 42. 43. 44. 45. 46. 47. 48.

Prof. Dr. Baris Tan (Koc University, Turkey) Prof. Dr. Bin Jiang (DePaul University, USA) Prof. Dr. Chihiro Watanabe (Tokyo Institute of Technology, Japan) Prof. Dr. dr. H. Nanan Sekarwana, Sp.A(K)., MARS. (Padjadjaran University, Indonesia) Prof. Dr. Eng. Rolly Intan (PETRA University) Prof. Dr. Hamfri Djajadikerta, MM., Ak. (Parahyangan University, Indonesia) Prof. Dr. Hang Chang Cieh (National University of Singapore) Prof. Dr. Latifah Abdul Latif (Open University Malaysia) Prof. Dr. Mansor Fadzil (Open University Malaysia) Prof. Dr. Metin Turkay (Koc University, Turkey) Prof. Dr. Mustofa Kamil, M.Ed. (Indonesia Education University, Indonesia) Prof. Dr. Pekka Leviakangas (Oulu University, Finland) Prof. Dr. Stephanie Short (The University of Sydney, Australia) Prof. Dr. Suhono H. Supangkat (Bandung Institute of Technology) Prof. Dr. Togar M. Simatupang (Bandung Institute of Technology) Budi Hartono, ST., MPM., Ph.D. (Gadjah Mada University, Indonesia) Catharina B. Nawangpalupi, Ph.D. (Parahyangan University, Indonesia) Dr. Dayu Jin (National University of Singapore) Dr. Diana Sari, S.E., M.Si., Ak., C.A. QIA (Widyatama University, Indonesia) Dr. Dida Dyah Damayanti, M.Sc.Eng. (Telkom University, Indonesia) Dr. dr. H. Yono Sudiyono, MH.Kes., MARS. (Unisba, Indonesia) Dr. Evelyn Guat Lin Tan (Universiti Sains Malaysia) Dr. Fauzan Zein Muttaqien, S.Si., M.Si., Apt. (Sekolah Tinggi Farmasi Bandung, Indonesia) Dr. Ferry Jie (RMIT University, Australia) Dr. Gunjan Mansingh (University of West Indies, Jamaica) Dr. Hero Gunawan, M.Pd. (Widyatama University, Indonesia) Dr. Ihsana Sabriana, S.Psi., M.Psi. (Unisba, Indonesia) Dr. Ir. Hj. Dyah Kusumastuti, M.Sc. (Widyatama University, Indonesia) Dr. Ir. Yogi Yogaswara, MT. (Pasundan University, Indonesia) Dr. Maya Ariyanti, SE., MM. (Telkom University, Indonesia) Dr. Nuryaman, S.E., M.Si., Ak. (Widyatama University, Indonesia) Dr. Rajesri Govindaraju (Bandung Institute of Technology, Indonesia) Dr. Rufei Ma (Zhejiang University, China) Dr. Singgih Saptadi, ST., MT. (Diponegoro University, Indonesia) Dr. T.M.A. Ari Samadhi (Bandung Institute of Technology, Indonesia) Dr. Tanika D. Sofianti (Swiss German University) Dr. Tita E. Branzuela (San Beda College, Philipines) Dr. Yuni Trihewindati (Universitas Terbuka, Indonesia) Dr. Zhao Yang Yang (Norwegian Institute for Systems Engineering, Norway) Dr. Zulganef, Drs., M.M. (Widyatama University, Indonesia) Markus Hartono, ST., M.Sc., Ph.D. (University of Surabaya, Indonesia) Saut A. Sagala, ST., M.Sc., Ph.D. (Bandung Institute of Technology, Indonesia) Setiadi Yazid, Ph.D. (Widyatama University, Indonesia) Sri Astuti, Ph.D. (Widyatama University, Indonesia) Sunardi Brahmana, SE., M.T., Ph.D. (Widyatama University, Indonesia) Yudha Prambudia, ST., M.Sc., Ph.D. (Widyatama University, Indonesia) Dr. Oktri M. Firdaus, M.T. (Widyatama University, Indonesia) Dr. Arief Rahmana, 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.

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. Bunga Indah Bayunitri, SE., MM., Ak

Program Book and Proceedings (CD & Hardcopy) Niki Hadian, S.E., MM., Ak., CA. Suharyono, S.T., M.M. Tiaradia Ihsan, ST.

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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 WISS theme is “Addressing Global Sustainability Challenges in Business and Industry through Technology, Governance and Culture”. It voices the concerns of the academic community at Widyatama University on the continuity and sustainability of our future. Moreover, it is the longing that the 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 Taufik 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 8th Widyatama 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 8th Widyatama International Seminar on Sustainability (WISS) 2016 with our selected theme “Addressing Global Sustainability Challenges in Business and Industry through Technology, Governance 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 68,5%. It’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 Accreditation Auditor of Timor Leste’s universities. He 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 5th, 2016 Pre Seminar : Workshop (Seminar Room 6th floor Graha Widyatama) 08.00 – 09.00 09.00 – 12.00

12.00 – 13.00 13.00 – 15.00

Registration & Break Workshop Session -1 : 1. Dr. Rajesri Govindaraju (Room-1) “Implementation of Enterprise Resources Planning (ERP) in Healthcare System” 2. Dr. Ir. T.M.A Ari Samadhi (Room-2) “Lean Strategy for Services Company” Lunch 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) “How To Be a Good Writer”

TUESDAY, SEPTEMBER 6th, 2016 WISS 2016 (The Trans Luxury Hotel) 07.00 – 08.00 08.00 – 09.00 09.00 – 09.15 09.15 – 10.15 10.15 – 11.45

12.00 – 13.00 13.00 – 15.00 15.00 – 15.15 15.15 – 17.00

Registration Opening Ceremony Break Plenary Session-1 Keynote Speaker : Dr. Ir. Arief Yahya, M.Sc. (Minister of Tourism Republic Of Indonesia) Plenary Session-2 Invited Speaker : 1. Prof. Dr. Ir. Kadarsah Suryadi, DEA. 2. Prof. Dr. Nirwan Idrus Lunch Parallel Session Break Parallel Session

WEDNESDAY, SEPTEMBER 7th, 2016 08.00 – 08.30 08.30 – 10.30

10.30 – 10.45 10.45 – 12.00 12.00 – 13.00 13.00 – 15.45 15.45 – 16.15 15.15 – 17.00

Registration Plenary Session Invited Speaker : 1. Mochamad Ridwan Kamil, S.T., M.UD (tentative) (Mayor of Bandung City, Indonesia) 2. Prof. Dr. Joy S. Clancy Break Parallel Session Lunch Parallel Session Break Closing Ceremony

THURSDAY, SEPTEMBER 8th, 2016 08.00 – 11.45 12.00 – 13.00

Cultural Tour Lunch at The Trans Luxury Hotel

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PARALEL SESSION Date of Conference Room Conference Time

Paper #

: September 6th, 2016 : Room-1 Title

Author

13:00

13:15

89

EFFECT ON THE VOLUME RATIO PRROFITABILITAS STOCK Eddy Winarso, Zhilvia TRADES (CASE STUDY ON LISTED COMPANIES IN JAKARTA Zharalyuzhiba and Paulus ISLAMIC INDEX PERIOD 2010-2014 ) Sugianto Yusuf THE INFLUENCES OF ASSET TURN OVER AND NET WORKING Rudy Lizwaril CAPITAL TO THE RETURN ON INVESTMENT (SURVEY ON STATE EMPLOYEE COOPERATIVES (KPRI) IN BANDUNG CITY) APPLICATION OF MANAGEMENT ACCOUNTING Rima Rachmawati INFORMATION SYSTEMS TEXTILE COMPANY IN INDONESIA

13:15

13:30

117

13:30

13:45

68

13:45

14:00

70

SOME PRELIMINARY THOUGHTS ON ENHANCING ECONOMIC GROWTH SUSTAINABILITY IN INDONESIA

14:00

14:15

4

14:15

14:30

102

THE EFFECTS OF FLUCTUATION REAL EXCHANGE RATES ON R. Roosaleh Laksono and THE BILATERAL TRADE BALANCE BETWEEN INDONESIA – R. Ait Novatiani CHINA: OBSERVATION CONDITION OF MARSHALL - LERNER AND THE J-CURVE PHENOMENON APPROACH REVIEW OF THE IMPLEMENTATION OF SFAS NO. 46 OF THE Dyah Purnamasari INCOME TAX (CASE STUDY IN PT. DC)

14:30

14:45

101

14:45

15:00

15:00

15:15

15:15

15:30

107

15:30

15:45

62

15:45

16:00

12

16:00

16:15

105

16:15

16:30

69

16:30

16:45

46

16.45

17.00

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DEVELOPING CATTLE FATTENING BUSINESS BY USING BUSINESS MODEL CANVAS

Ismail Solihin

Romdin Azhar and Dyah Kusumastuti

BREAK EXPLORING THE LINKAGE BETWEEN KNOWLEDGE Siti Mardiana and Jann MANAGEMENT AND ORGANIZATIONAL CULTURE: A STUDY Tjakraatmadja OF LITERATURE THE INFLUENCE OF TRANSFORMATIONAL LEADERSHIP AND Vina Marinda EMPLOYEE ENGAGEMENT TO ORGANIZATIONAL CITIZENSHIP BEHAVIOR (OCB) AND ALSO THE EFFECT TO DIVISION EFFECTIVENESS AT PT. INDUSTRI TELEKOMUNIKASI INDONESIA (PERSERO) HOFSTEDE’S ORGANISATION CULTURE ON DEVIANT Agung Augustrianto, WORKPLACE BEHAVIOR (CASE STUDY ON WORKERS AT Anita Silvianita and PLAZA TOYOTA BANDUNG) Eltesar Ferari STRATEGIES FOR INCREASING THE PERFORMANCE OF Inaki M. Hakim and MICRO, SMALL, AND MEDIUM ENTERPRISE (SME) IN THE Angginta R. Ibrahim APPAREL INDUSTRY IN JAKARTA TO ACHIEVE SUSTAINABILITY MINING TRANSACTIONAL DATA TO PRODUCE EXTENDED Feri Sulianta, Eka Angga ASSOCIATION RULES USING COLLABORATIVE APRIORI, FSA- and Thee Houw Liong RED AND M5P PREDICTIVE ALGORITHM AS A BASIS OF BUSINESS ACTIONS ANALYZE AND IMPLEMENTATION OF ADAPTIVE HISTOGRAM Aditya Akbar Riadi and EQUALIZATION TECHNIQUE FOR IMAGE ENHANCEMENT Ratih Nindyasari PERFORMANCE OF THE TECHNOLOGY COMPONENTS OF Rachmad Hidayat MADURESE BATIK SNALL AND MEDIUM ENTERPRISES

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Date of Conference Room Conference Time

: September 6th, 2016 : Room-2

Paper #

Title

Author Frieda Hariyani, Prayoga Luthfil and Iftikar Z Sutalaksana Apri Junaidi, Muhammad Benny Chaniago and Mohamed A. S. Doheir Prety Diawati

13:00

13:15

95

FMARI APPLICATION IN INNOVATION AND IT FOR ACCIDENTS’ INVESTIGATION

13:15

13:30

77

INFORMATION HIDING USING STEGANOGRAPHY IN MOBILE HEALTHCARE

13:30

13:45

94

13:45

14:00

73

PERSONALITY CHARACTERISTICS AND ABILITIES OF ENTREPRENEURS THAT CONTRIBUTE TO SMALL BUSINESS SUCCESS (STUDY AT CENTRE OF EMBROIDERY SMALL INDUSTRY TASIKMALAYA CITY) APOLOGY SPEECH ACT IN INDONESIAN AND JAPANESE LANGUAGE: A COMPARATIVE METHOD

14:00

14:15

10

EXTERNAL AND INTERNAL FACTORS OF MOBILE GAMES ADOPTION IN INDONESIA

Indrawati, M. Rizal Gaffar

14:15

14:30

6

Zen Munawar

14:30

14:45

50

14:45

15:00

71

GENERAL CONSIDERATIONS SECURITY ON MOBILE COMPUTING ENGLISH-PROFICIENT THINK-TANK TO SUPPORT SUSTAINABLE DEVELOPMENT OF PRIVATE UNIVERSITIES IN INDONESIA: A PROPOSAL FOR PROFESSORIAL DEVELOPMENT UNDERSTANDING CHARACTER AND EXPERIENCE ON NATIVE SPEAKER OF ENGLISH THROUGH POLITENESS STRATEGIES IN EXPLICIT PERFORMATIVE UTTERANCES

15:00

15:15

15:15

15:30

37

15:30

15:45

119

15:45

16:00

97

16:00

16:15

27

16:15

16:30

60

16:30

16:45

66

16.45

17.00

51

Riza Lupi Ardiati

Bachrudin Musthafa and Rini Intansari Meilani Rosaria Mita Amalia

BREAK IDENTIFICATION THE POTENTIAL CAUSES OF STOPLINE IN ELECTROLYTIC TINNING LINE USING MULTI ATTRIBUTE FAILURE MODE ANALYSIS DEVELOPMENT OF INJECTABLE CALCIUM PHOSPHATE CEMENT FOR BONE FILLING MATERIALS A SURVEY ON LOCATION-ROUTING-INVENTORY PROBLEM DEVELOPMENT OF CONCEPTUAL FRAMEWORK FOR SUSTAINABLE SUPPLY CHAIN PERFORMANCE MEASUREMENT IN SERVICE INDUSTRIES MOBILE TOURIST RECOMMENDER SYSTEMS BASED ON TOURIST TRIP DESIGN PROBLEM FOR INDONESIA DOMESTIC TOURIST, AN EXPLORATORY STUDY DEVELOPMENT OF GOVERNMENT IT SERVICES PLANNING USING TOGAF ADM AND IMPLEMENTATION USING SOABPM WITH BPMN 2.0 CONCEPTUAL FRAMEWORK: RAPID WEB APPLICATION DEVELOPMENT USING COMPONENT REUSE AND CASE BASED REASONING

Nuraida Wahyuni, Ratna Ekawati and Rossi Annisa Iis Sopyan, A.S.F. Alqap and Suryanto Nova Saragih, Senator Bahagia, Suprayogi and Ibnu Syabri Eko Budi Leksono, Suparno and Iwan Vanany Indri Hapsari R. A. E. Virgana and M. Sukrisno Mardiyanto Eka Angga Laksana and Feri Sulianta

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Date of Conference Room Conference Time

: September 6th, 2016 : Room-3

Paper #

Title

Author Jatmiko Wahyudi, Joy Clancy and Tubagus. B. A Kurnani Katja Brundiers

13:00

13:15

120

THE SUSTAINABILITY OF BIOGAS ADOPTION IN PATI, CENTRAL JAVA, INDONESIA

13:15

13:30

131

13:30

13:45

63

13:45

14:00

65

EDUCATING CHANGE AGENTS IN LEVERAGING DISASTERS FOR ACCELERATING CHANGE TOWARDS SUSTAINABILITY DEFINING SME’S : BEHAVIOUR OF AGRICULTURAL SMALL MEDIUM ENTERPRISE SYSTEM FOR SUSTAINABLE IMPROVEMENT PROCESS TRACKING ‘ECO’ FOOTPRINT IN UNIVERSITY WEB PAGES

14:00

14:15

7

14:15

14:30

14

14:30

14:45

75

14:45

15:00

15:00

15:15

15:15

15:30

44

15:30

15:45

53

15:45

16:00

23

16:00

16:15

29

16:15

16:30

56

Devi Maulida Rahmah Gunawan, Dina Natalia Prayogo, Rahman Dwi Wahyudi and Susilo Wibowo Rochmat A. Purnomo and Andjar Prasetyo

SUSTAINABLE BUSINESS WITH AN ENTREPRENEURIAL CONCEPT OF BLOGGER VILLAGE (CRITICAL REVIEWS IN MENOWO VILLAGE, MAGELANG-INDONESIA) ANALYSIS OF FACTORS THAT INFLUENCE CARBON R Wedi Rusmawan, EMISSION DISCLOSURE (EMPIRICAL STUDY ON COMPANIES Daniel T H Manurung REGISTERED IN SUSTAINABILITY REPORTING AWARD 2015) and Fitria Husnatarina UTILIZATION OF BIOGAS DIGESTER IN URBAN AND RURAL Elisabeth Rianawati and AREAS OF INDONESIA: CHALLENGES AND FUTURE Enri Damanhuri DIRECTION

BREAK UNDERSTANDING KNOWLEDGE TRANSFER EFFECTIVENESS Indra Cahyadi IN ENTERPRISE RESOURCE PLANNING SYSTEM IMPLEMENTATION WITHIN INDONESIAN SMALL AND MEDIUM ENTERPRISES ANALYSIS OF SME’S READINESS FOR ADOPTING E-SCM Ratih Hendayani and USING TECHNOLOGY ACCEPTANCE MODEL (TAM) (CASE Maulana Tanjung STUDY ON SENTRA SABLON SUCI BANDUNG) RUSSIAN ENTERPRISE TELECOMMUNICATION MARKET AS Marheni Eka Saputri, ANOTHER TELKOM INDONESIA’S NEW ENTERPRISE Nia Kurniasih and MARKET Ganjar Daniswara THE INFLUENCE OF CORPORATE SOCIAL RESPONSIBILITY Salmah Pattisahusiwa ON PROFITABILITY: THE CASE OF BANKING COMPANIES IN and Hj.Rusdiah INDONESIA Iskandar EXTERNAL SUPPORTS, ENVIRONMENTAL UNCERTAINTIES Iman Sudirman, Singgih AND IT ADOPTION IN INDONESIAN MANUFACTURING SMES Saptadi, T.M.A. Ari Samadhi and Rajesri Govindaraju

13

Date of Conference Room Conference Time

Paper #

10:45

11:00

96

11:00

11:15

87

11:15

11:30

3

11:30

11:45

8

11:45

12:00

20

12:00

13:00

13:00

13:15

19

13:15

13:30

58

13:30

13.45

113

13:45

14:00

83

14:15

14:30

84

14:30

14:45

86

14:45

15:00

78

15.00

15:15

111

15:15

15:30

93

15:30

15:45

88

: September 7th, 2016 : Room-1 Title

Author

ENHANCING EMPLOYEE ENGAGEMENT THROUGH HR Dematria Pringgabayu, PRACTICES, ORGANIZATON CLIMATE AND WORK Dyah Kusumastuti and ENVIRONMENT Nugroho J. Setiadi EFFECT OF COOPERATIVE REMUNERATION AGAINST CREATIVE Paulus Sugianto Yusuf (A SURVEY ON KKB. WAHANA RAHARJA PT. DIRGANTARA and Syafdinal INDONESIA (PERSERO) ) INTELLECTUAL CAPITAL ON MICRO, SMALL, AND MEDIUM Yuhana Astuti, Grisna ENTERPRISES (MSMES): CASE STUDY OF THE INDUSTRIAL Anggadwita and Doni CENTER OF TEXTILE PRODUCTS IN CIGONDEWAH BANDUNG Rahadian INDONESIA THE MATRIX OF MEDICAL KNOWLEDGE SHARING AMONG Oktri Mohammad Firdaus, DOCTORS IN TEACHING HOSPITAL IN INDONESIA T.M.A. Ari Samadhi, Kadarsah Suryadi and Rajesri Govindaraju BANK’S EMPLOYEES HAPPINESS FACTOR ANALYSIS (A STUDY IN A. Pangarso, Kanserhino BANK BTN JAKARTA, INDONESIA) D.B. Putera, Mahir Pradana and Arry Widodo BREAK (LUNCH) PREDICTING BEHAVIOR INTENTION TO ADOPT Indrawati , Melani Ulfa TELECONSULTATION TECHNOLOGY (A PERSPECTIVE FROM THE IMPLEMENTATION OF UDOCTOR AT TELKOM INDONESIA) DESIGNING PORTABLE-REPETITIVE UPPER EXTREMITY ARM Ade Sri M., Nuraida W., TRAINER FOR POST-STROKE PATIENTS USING NIGEL CROSS'S Moh Fawaid, Ani Umyati, RATIONAL METHOD M W Riesha, Hardianto Iridiastadi and Henny ANALYSE OF EXEMPLARY LEADERSHIP AS THE KEY POINT OF Nurdini Prihastiti and SUSTAINABLE BUSINESS IN MICRO-SMALL-MEDIUM Bheben Oscar ENTERPRISE APPLICATION OF GENETIC ALGORITHM IN CONTAINERSHIPS Eric Wibisono NETWORK DESIGN PROBLEM A CONCEPTUAL INTEGRATIVE MODEL OF KANSEI ENGINEERING, Markus Hartono KANO AND TRIZ TOWARDS SUSTAINABILITY IN SERVICES PRODUCT-SERVICE SYSTEM DEVELOPMENT AND EVALUATION Fatma Afiatna, Maria FRAMEWORK FOR FURNITURE COMPANY USING MULTI- LAYER Anityasari and Rosita QFD Meitha DECISION SUPPORT SYSTEM MODEL ANALYSIS FOR CREDIT Ardiles Sinaga and VEHICLE FINANCE (CASE STUDY: PT. XXX) Murnawan COMPARATIVE ANALYSIS OF QUALITY OF SERVICES FOR VOIP Viddi Mardiansyah and SERVICES IN WIMAX 802.16E NETWORK USING SCHEDULING Nanda Namira Tiarninda SERVICE BEST EFFORT (BE) AND UNSOLICITED GRANT SERVICE (UGS) THE INFLUENCE OF SERVICE QUALITY AND SWITCHING Prety Diawati and Hesti BARRIER TO COSTUMER LOYALTY (SURVEY ON XL POSTPAID Sugesti COSTUMER IN PURWAKARTA) STRATEGY OF DISTRIBUTION CREDIT TO SMALL AND MEDIUM Iwan Rijayana, Fitria ENTERPRISES THROUGH PARTNERSHIP PROGRAM AND Lilyana and Keni COMMUNITY DEVELOPMENT PT. PERTAMINA (PERSERO) III Kaniawati MARKETING BRANCH BANDUNG

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Date of Conference Room Conference Time

: September 7th, 2016 : Room-2

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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) FACTORS THAT AFFECT STOCK PRICING IN INDONESIA STOCK EXCHANGE REDESIGNING PERFORMANCE APPRAISAL SYSTEM TO REDUCE UNCERTAINTY IN DECISION MAKING BY USING FUZZY LOGIC APPROACH THE INFLUENCE OF ELECTRONIC WORD OF MOUTH AND BRAND IMAGE ON BUYING DECISION

Mochamad Kohar Mudzakar and Astry Arianti

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Gusni Hery Azwir and Bonnie Kalinggo

Sri Astuti Pratminingsih, Eriana Astuty and Viddi Mardiansyah. THE INFLUENCE OF FINANCIAL KNOWLEDGE, FINANCIAL ATTITUDE Ersha Amanah, Dadan AND EXTERNAL LOCUS OF CONTROL ON PERSONAL FINANCIAL Rahadian and Aldilla MANAGEMENT BEHAVIOR CASE STUDY OF BACHELOR DEGREE Iradanty STUDENT IN TELKOM UNIVERSITY BREAK (LUNCH) FACTORS AFFECTING INTERNAL AUDIT FUNCTION EFFECTIVITY (INTERNAL AUDITOR COMPETENCE AND OBJECTIVITY, MANAGEMENT SUPPORT, AND ORGANIZATION CULTURE) AT LOCAL GOVERNMENT 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) THE INFLUENCE OF BUDGET PARTICIPATION ON BUDGETARY SLACK WITH ORGANIZATIONAL COMMITMENT AS A MODERATOR VARIABLE (IN ORDER TO IMPROVE THE SUSTAINABILITY OF SOES BANDUNG) SCHOLARSHIP AS A CORPORATE PHILANTHROPY, “A HALF BLOOD PHILANTHROPY” STRATEGY TO SUSTAIN INTERNAL AND EXTERNAL FACTORS THAT INFLUENCE STUDENT ENTREPRENEURSHIP INTENTION ON PRIVATE UNIVERSITIES IN BANDUNG HIGHER EDUCATION STRATEGIC ANALYSIS BASED ON PERCEPTUAL MAPPING OF PROSPECTIVE STUDENTS IN BANDUNG TRANSITION STRATEGIES OF CHANGE MANAGEMENT FOR THE SUCCESFUL IMPLEMENTATION OF DATA WAREHOUSE OF HIGHER EDUCATION CONTROLLER SYSTEM MODULE AS TECHNOLOGY SOLUTION FOR REALIZING ECO-CAMPUS UNIVERSITY’S ENTERPRISE ARCHITECTURE DESIGN USING ENTERPRISE ARCHITECTURE PLANNING (EAP) BASED ON THE ZACHMAN’S FRAMEWORK APPROACH ROLE OF TECHNO PARK FOR CREATE TECHNOPRENEURSHIP IN EDUCATION INDUSTRY, CASE STUDY: BANDUNG TECHNO PARK

Rindu Rika Gamayuni

Aida Wijaya, Lasmanah Drajat and Rika Fitriani Veronica Christina and Sandi Akbar Y.L. Ginting, Fibriyani Nur Khairin, Anisa K. and Iskandar Ina Ratnamiasih and Bayu Indra Setia Zulganef Sutan Sati and Taufik Rachim Ade R Iskandar, Ari Wibowo, Sy Yuliani and Heri Heriyono R.D. Wahyudi, Susilo Wibowo, Dina Natalia Prayogo and Gunawan. Hari Supriadi and Endang Amalia Putu Nurwita and Sakinah Ichsani

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HOW DIFFERENCES BETWEEN FASHION INNOVATORS AND NON-INNOVATORS AMONG YOUNG PEOPLE?

Novika Candra Astuti

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R. Adjeng Mariana F

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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) STUDY OF VISUAL PERCEPTION OF WOMAN SHOES FOR PRODUCT’S DESIGN REFERENCE CASE STUDY: ONLINE SMALL MEDIUM ENTERPRISE ANTICIPATION IN THE FUTURE DEVELOPMENT OF TRUSMI BATIK SMES AT CIREBON REGENCY

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THE CONCEPT OF SUSTAINABLE TRADITION THROUGH REVITALIZATION OF BATIK TULIS GEDHOGAN OF PEOPLE OF KEREK SUBDISTRICT, TUBAN DISTRICT, EAST JAVA, INDONESIA

Tyas Ajeng Nastiti and Andar Bagus Sriwarno Tita Borshalina Fajar Ciptandi, Agus Sachari, Achmad Haldani and Yanyan Sunarya

BREAK (LUNCH) SUSTAINABILITY OF FAVOR IN CULINARY BUSINESS COMMUNITY OF BANDUNG SOCIETY: CRITICAL DISCOURSE ANALYSIS SUNDANESE FOOD: WHEN LOCAL AND GLOBAL CULTURE MEET UNDERSTANDING MASLOW'S HIERARCHY OF NEEDS TO MEASURE CONTINUANCE INTENTION OF SNSS THE INFLUENCE OF OPERATION STRATEGY AND QUALITY TO OPERATION PERFORMANCE IN GARMENT INDUSTRY IN KABUPATEN BANDUNG REDUCING DEFECT PRODUCT USING DESIGN EXPERIMENT ANALYSIS OF THE EFFECT OF FRAUD TRIANGLE PERSPECTIVE TOWARD FRAUD INVESTIGATION AND THE IMPACT TO FRAUD CORRECTIVE ACTION APPLICATION OF FUZZY LOGIC AND IMPORTANCE PERFORMANCE ANALYSIS IN ASSESSING ORGANIZATIONAL AGILITY OF PT. IF HEAVY EQUIPMENT DISTRIBUTOR INVENTORY MANAGEMENT IN HEALTHCARE SUPPLY CHAIN UNDER UNCERTAINTY AND EMERGENCY : A LITERATURE REVIEW DESIGNING A SMART MEDICINE BOX BASED ON QUALITY FUNCTION DEPLOYMENT (QFD) RESEARCH AGENDA: TOP MANAGEMENT TEAM ROLES ON MARKETING CAPABILITIES DEVELOPMENT

Tubagus Chaeru Eva Tuckyta Sari Sujatna, Heriyanto and Kasno Pamungkas Cut Irna Setiawati and Anita Silvianita Karlina Somantri, Ina Primiana Sagir, Umi Kaltum and Rian Rinaldy Yuswono Hadi Bunga Indah B, Irene Sukma L.B. and H. R. Ferry Mulyawan Eveline Surbakti, Hery Hamdi Azwir and Andira Taslim Irwan Syahrir Brina Lestari, Dyah Dewi and Rusminto Widodo Didit Damur Rochman, Agus Rahayu, Kunendi

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8th Widyatama International Seminar on Sustainability

A conceptual integrative model of Kansei Engineering, Kano and TRIZ towards sustainability in services M. Hartono1

1

Department of Industrial Engineering, University of Surabaya, Surabaya, Indonesia ([email protected])

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 Kanseibased service experience is quite related to the sustainability thinking. Keywords sustainability

–

Kansei

Engineering,

Kano,

TRIZ,

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 sociotechnical 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 section, model development provided. It, then, continues conclusion. The last section will recommendation.

follows. Following this and methodology is with discussion and discuss further research

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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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.

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].

Service-based Experience

Kansei-based Performance

Service Attributebased Performance

Synthesis

III. TESTING THE CONCEPTUAL MODEL: AN ILLUSTRATIVE CASE STUDY

SERVQUAL KANO

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 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.

KANO’s “A” & “O”

Kansei Modeling

Improvement Initiatives

TRIZ Sustainability

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.

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According to the weighting process {see Hartono [4]}, there were 3 most dominant service attributes, i.e., various and fresh food menu (1 st priority); nurse, doctor and staff always give special attention and greeting to patients (2 nd priority) and facilities at healthcare are complete, comfortable and clean (3rd priority).

TABLE II SYNTHESIS AND KANSEI MODELING

IV. ANALYSIS AND DISCUSSION

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).

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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., various and fresh food menu; an improvement initiative

8th Widyatama International Seminar on Sustainability

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.

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 1 st 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.

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.

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

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[8] A. Parasuraman, L. L. Berry, and V. A. Zeithaml, “SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64, No. 1, pp. 12–40, 1988. [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 Computer and Human Interaction and Ergofuture 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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