The important level of washing machine quality dimensions in 4.0 industrial era based on the perception of a laundry business: A preliminary investigation

Abstract

The development of technology has created various type of innovative washing machine on the market. Numerous options influenced consumers' quality expectations. Consumers' expects more from the ever-growing number of washing machines. This research aims to identify washing machines' quality dimensions in 4.0 industrial era and their level of importance based on the perception of a laundry business. This study used one subject, a medium-sized drop-off laundry business "X" in Bogor, Indonesia. The identification of indicators and quality dimensions was done through ad scouring process, discussion with the research team, and interviews with Laundry X. The importance level of washing machine quality dimensions was assessed using the Kano model. The results show that washing machines in the 4.0 industrial era have several superiorities in terms of customization, easiness, smartness, safety, performance, aesthetics, durability, information and service support, and environmental orientation and energy efficiency. For Laundry X, easiness, safety, performance, durability, and information & service support are the most important dimensions.