Track: Human Factors and Ergonomics

Abstract

The excellent service with full emotional (Kansei) satisfaction for an amusement park is a must. Today the customers expect not only for the amazing show itself, but also the friendliness of staff, the cleanliness of the area, and the benefit package for family as family is the targeted segment for any amusement park industries. In fulfilling the full satisfaction of customer, the amusement park service provider should always provide what the customer needs and close the gap between what expected and perceived by the customer. The challenge is that customer not always at the right time and moment revealing what their expectations and critics. One way to get what genuinely customer feels about the service is through the reviews gathered from social media. In addition, there will be abundant and various customer feedbacks unconstrainted by time or any pressures. Hence, we proposed text mining and Kansei Engineering methodology taken an empirical study on an amusement park services in Indonesia. It was found that the critical Kansei was “safe” and the service attribute was “the amusement park rides for family”. Adding new amusement park rides and providing its regular maintenance schedule might be considered as sufficient solutions, with regard to limited resources.