scholarly journals Service Quality Assessment Using Servqual and Kano Models

2019 ◽  
Vol 20 (1) ◽  
pp. 94
Author(s):  
Shanty Kusuma Dewi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Assessment ◽  
Quality Criteria ◽  
Quality Of Services ◽  
Kano Model ◽  
One Dimensional ◽  
Grade Assessment ◽  
Improve Service Quality

The purpose of this study is to assess the quality of services by using the integration of Servqual and the Kano model. In this study, Servqual is used to determine the quality criteria that must be improved. At this method, the quality criteria are based on the gap that occurs between differences in perceptions and expectation of customers for the services they receive. Meanwhile, the Kano method is used to categorize service attributes that satisfy customer needs. Servqual integration and the Kano model were carried out by synchronizing the Servqual gap value and the Kano model grade. Assessment of service attributes obtained from both methods produces service attributes that will be the focus of management's improvement to improve service quality. The results showed that the attribute criteria that must be prioritized were attributes that included attractive and one-dimensional categories which had the highest negative gap value. Improvements in attributes in attractive and one-dimensional categories will improve service quality and increase customer satisfaction.

scholarly journals Improving Quality Using The Kano Model in Overcoming Competition in The Service Industry

2021 ◽  
Vol 1 (4) ◽  
pp. 13-18
Author(s):  
Meri Andriani ◽  
Heri Irawan ◽  
Nanda Rizqa Asyura
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Industry ◽  
Statistical Tests ◽  
Kano Model ◽  
One Dimensional ◽  
Service Support ◽  
Customer Dissatisfaction ◽  
Improve Service Quality

The tight competition in the service industry, especially hospitality, has caused hoteliers to strive to improve service quality. Improving the quality of service is carried out in various ways, one of which is increasing the occupancy rate of hotel rooms. This is different from Hotel X. Hotel X is an old hotel located in Langsa which has experienced a decrease in room occupancy from time to time. The decrease was caused by the service from hotel X that was still not satisfactory to customers. The purpose of this study is to identify customer dissatisfaction with the quality of hotel services and provide design proposals to improve service quality. The method used in this study is the Kano model, which is the model used to identify customer satisfaction, through questionnaires given to customers, statistical tests are used to conduct adequacy tests and data uniformity tests for questionnaire data obtained. Excel and SPSS software are used in statistical tests, Minitab 16 software is used in making coefficient diagrams of customer satisfaction levels. Results and Discussion obtained 21 attributes in the must be a category, 8 attributes in the one-dimensional category, 2 in the attractive category, and 2 in the indifferent category, the attributes which are categorized as one dimensional, attractive, and must be are attributes that are prioritized to improve service quality. In conclusion, 31 attributes are included in customer dissatisfaction with hotel X, one of which is the physical condition of the building with a dissatisfaction value of -3,080. There are 18 attributes as proposed designs in improving service quality, five of which are adding and completing service-related equipment, infrastructure improvement, improvement and development of standard operating procedures (SOP), periodic maintenance and replacement of service support equipment, procurement of housekeeping equipment, cleaning of facilities. and infrastructure, installation of signs, warnings, and information.

scholarly journals Quality of services and prices in promoting customer satisfaction and customer loyalty services of container transportation facilities. Case Study at PT. Yang Ming Shipping Indonesia

2021 ◽  
Vol 21 ◽  
pp. 645-660
Author(s):  
Dhanang Suryo Kusumo ◽  
Didik J. Rachbini ◽  
Endi Rekarti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Secondary Data ◽  
Primary Data ◽  
Quality Of Services ◽  
Container Transportation ◽  
Improve Service Quality

The study is aimed to determine the effect of the quality of service , price to encourage the satisfaction of customers and loyalty of customers the services of a means of conveyance crate packing . Customers from PT. Yang Ming Shipping Indonesia was taken as the respondent , both primary and secondary data were used in the study . Secondary data is taken from various sources such as journals , books and other data . Primary data was collected using a questionnaire which was distributed to the target respondents . Using the technique of accidental sampling, a total of respondents who collected a number of 140 respondents . Path analysis is applied in this study . The results show that service quality has a significant effect on customer satisfaction . Price has a positive and significant effect on customer satisfaction . and d itemukan that the quality of services has the effect of significantly towards consumers loyal. Price memilikipenagruh positive and significant to consumers loyal, things were equally found their influence posiif and exhibited significantly that occur between the satisfaction of customers to consumers loyal. At the level of managerial , research is giving a donation to the PT. Yang Ming Shipping Indonesia, to improve service quality and price if you want customer satisfaction and customer loyalty to increase .

scholarly journals Usulan Perbaikan Kualitas Layanan Maskapai Penerbangan X Menggunakan Integrasi QFD dan Model Kano

2012 ◽  
Vol 13 (2) ◽  
pp. 142
Author(s):  
Dede Jatmika Prawira ◽  
Muhamad Iqbal ◽  
Amelia Kurniawati
Keyword(s):  
Quality Improvement ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Function Deployment ◽  
High Technology ◽  
Kano Model ◽  
One Dimensional ◽  
Service Excellence ◽  
Qfd Method

Dede Jatmika Prawira , Muhamad Iqbal , DAN Amelia KurniawatiProgram Studi Teknik Industri, Fakultas Rekayasa Industri, Institut Teknologi Telkom, BandungLaman: [email protected] X mengalami isu peningkatan kualitas terkait dengan komplain yang ditujukan pada layanannya. Komplainmengalami peningkatan pada masa liburan dan hari raya terutama pada bulan Januari, Agustus, September, dan Oktober.Perbaikan diperlukan untuk menghasilkan layanan yang lebih baik. Layanan yang baik adalah salah satu aspek pentingbagi kepuasan pelanggan. Kepuasan pelanggan dari maskapai penerbangan X diukur berdasarkan beberapa atribut. Atributkualitas layanan juga dikelompokkan ke dalam kategori must be, one-dimensional, attractive, indifferent, questionable, danreverse. Program peningkatan kualitas dirancang menggunakan metode Quality Function Deployment (QFD) dan modelKano. Hasil penelitian menunjukkan bahwa kepuasan pelanggan pada seluruh atribut belum dapat terpenuhi. Atributpenting yang teridentifikasi berdasarkan pengukuran kepuasan dan kategori Kano adalah ketepatan waktu keberangkatansesuai jadwal (kategori one-dimensional), fasilitas hiburan di pesawat yang menarik (kategori attractive), fasilitas bagasiyang efisien (kategori one-dimensional), makanan di pesawat enak dan berkualitas baik (kategori one-dimensional), danstaf terampil dalam melayani pelanggan (kategori one-dimensional). Rekomendasi penelitian ini adalah pengecekan rutinuntuk mencegah keterlambatan, pemberian kompensasi pada saat terjadi keterlambatan, penerapan program airlinesstaff service excellence, penerapan program cooking class, dan pemberian fasilitas hiburan yang berteknologi dan up todate pada pesawat.Kata kunci: kano, kualitas layanan, layanan penerbangan, QFDAbstractX Airlines is experiencing quality improvement issue related to complaints addressed to their service. Complaints areincreasing in holiday and feast day, especially on January, August, September, and October. Improvement is needed toproduce better service and better sevice is one of the key aspect of customer satisfaction. Customer satisfaction of X Airlineswas measured based on several attributes. The service quality attributes were also grouped into must be, one dimensional,attractive, indifferent, questionable, and reverse category. The quality improvement was designed by using Quality FunctionDeployment (QFD) method and Kano Model. The result showed that customer’s satisfaction in all service quality attributeswere still not being met the requrement. The key attribute indentified on satisfaction measurement and the Kano Categorywere the on time of departure corresponding to the schedule (one dimensional category), the efficient language storagefacilities (one dimensional category), the tasty and good quality of the food (one dimensional category), and skilled staffsin serving the customer avoid tardiness, giving compensation when tardiness happened, conducting airlines staff serviceexcellence program, conducting cooking class program, and providing high technology and up to date entertainmentfacilities on the plane.Key words: kano, service quality, airline service, QFD

Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch

2020 ◽  
Vol 4 (3) ◽  
pp. First
Author(s):  
Tran Minh Hieu ◽  
Nguyen Duong Ngoc Mai Chi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Method ◽  
Quality Of Services ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Alpha Reliability ◽  
Survey Results ◽  
Development Orientation

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

scholarly journals Analisis Kepuasan Konsumen Dalam Menggunakan Jasa Pengiriman Paket Pos Optima Pada PT. Pos Indonesia (persero) Cabang Pontianak

2013 ◽  
Vol 9 (3) ◽  
pp. 293
Author(s):  
Syarifah Arini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Average Rate ◽  
Survey Methods ◽  
Quality Of Services ◽  
Physical Evidence ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
High Level

Research to analyze customer satisfaction at optimal postal parcel delivery service at PT Pos Indonesia (Persero) Branch Pontianak. Dimension-imensi examined are reliability, responsiveness, assurance, empathy, and tangibles. This study used survey methods, data collection techniques, namely: observation, interviews, questionnaires, and documentation study. Samples used as many as 100 people by using purposive sampling. analysis using Cartesian diagram. The results of this study indicate that the majority of respondents were satisfied with the service of PT Pos Indonesia (Persero) Branch Pontianak with an average satisfaction level of 3.91 and the value of the average rate of interest of 4.34 dimension of service quality the most satisfied customers is assurance dimension and physical evidence, where the majority of respondents' votes are in quadrant B, which means that the interest and customer satisfaction are at a high level and in accordance with the wishes of the consumer. Dimensional quality of services that they are in quadrant A, which means the consumer is not satisfied then it should be further enhanced by the company. While the dimensions of the quality of services that are in quadrant C and D in which the interests of consumers are at a low level is considered normal practice even though consumers are satisfied because it is not very important.Keywords: Satisfaction, Service Quality Dimensions Services

INFORMATION AND ANALYTICAL SYSTEM FOR OBTAINING AN INTEGRATED ASSESSMENT OF THE QUALITY OF EDUCATIONAL SERVICES FROM THE POSITION OF CONSUMERS

2019 ◽  
Vol 6 ◽  
pp. 41 ◽  
Author(s):  
Tatiana Azarnova ◽  
Sergey Barkalov ◽  
Yulia Bondarenko ◽  
Natalia Kalinina
Keyword(s):  
Quality Assessment ◽  
Online Survey ◽  
Swot Analysis ◽  
Quality Criteria ◽  
Educational Services ◽  
Quality Of Services ◽  
Processing Technologies ◽  
Algorithmic Support ◽  
Analytical System

The aim of the research study is the description of the information analytical system developed by the authors for the formation of an integral linguistic assessment of the quality of educational services from the perspective of three main groups of consumers: employers, students and young professionals. The computation of the integral linguistic quality assessment is based on specially structured information obtained in the course of a voluntary online survey of consumers on specialized quality criteria for groups. A site has been developed for the online survey. The algorithmic support of the information-analytical system is based on the methods SERVQUAL, SWOT-analysis and fuzzy linguistic information processing technologies. The tools of the information analytical system allow us to obtain: linguistic assessments of the quality of services from the perspective of each group of consumers, an integral quality assessment for all consumers and automatically build a SWOT analysis matrix to develop a strategy to improve the quality of the analysed services. In accordance with modern standards of quality management, the approach to quality assessment laid down in the methodology for generating results uses the assumption that the consumer assesses the quality of services based on a comparison of his/her expectations and perceptions of the service during its receipt.  

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Pada Hotel Timor Megah Kota SoE, TTS)

2020 ◽  
Vol 10 (3) ◽  
pp. 375-393
Author(s):  
Donar W Selan ◽  
Juita L D Bessie
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Total Sample ◽  
Coefficient Of Determination ◽  
Quality Of Services ◽  
Literature Study ◽  
Independent Variable ◽  
Mathematical Equations

More and more manufacturers are involved in meeting the needs and desires of customers, causing each company to set orientation to customer satisfaction as the main goal. There is a tendency that customer satisfaction or dissatisfaction can be influenced by the quality of services provided by the company. This research was conducted at the Timor Megah Hotel Kota SoE, TTS Regency. The purpose of this study is to determine the effect of service quality that can be measured by several dimensions, including: tangibles, responsiveness, reliability, assurance, and empathy on customer satisfaction Timor Megah Hotel. The independent variable (X) of this study is the dimension of service quality consisting of tangibles (X1), responsiveness (X2), reliability (X3), assurance (X4), and empathy (X5). While the dependent variable (Y) of this study is customer satisfaction. The sampling technique used is the Accidental Sampling technique, with a total sample of 99 people with the criteria of having stayed more than twice and staying period for 4 years (2015-2018). Data collection techniques used were interviews, questionnaires and literature study. After the data is collected, the data is then analyzed using descriptive techniques and multiple linear regression. From the analysis it is known that tangibles, responsiveness, reliability, assurance and empathy simultaneously and partially have a significant effect on customer satisfaction. From the results of the analysis can also be made mathematical equations: Y = 3,568 + 0,150X1 + 0,245X2 + 0,209X3 + 0,192X4 + 0,362X5. The coefficient of determination obtained shows that 87.2% of the level of customer satisfaction is influenced by tangibles, responsiveness, reliability, assurance and empathy.   Keywords: Tangibles, Responsiveness, Reliability, Assurance, Empathy and Customer Satisfaction.

scholarly journals Pengaruh Kualitas Layanan terhadap Loyalitas Wisatawan Nusantara dengan Kepuasan Wisatawan Nusantara sebagai Variabel Intervening

2015 ◽  
Vol 5 (1) ◽  
pp. 24
Author(s):  
Eny Sulistyowati ◽  
Sobirin Maliyan
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Strong Influence ◽  
Tourism Industry ◽  
Quality Of Services ◽  
Tourist Attraction ◽  
Business World ◽  
Tourist Satisfaction

<p>In the business world, customer satisfaction is an absolute must be the goal to achieve success. Due to the achieved satisfaction of the consumers or customers will bring many benefits to manufacturers or institutions, among others, will make consumers become loyal. From the results of research conducted shows that Quality of services provided to tourists have a strong influence on the loyalty of tourists to visit the tourism objects in the area of Yogyakarta. This is evidenced by the results of the r2 of the influence of service quality to local tourists loyalty is about 22.2%. This shows if the service quality provided by the tourism industry in Yogyakarta enhanced within the region will make the travelers loyal to the tourism industry in Yogyakarta. In addition to the quality of services provided to tourist there are other factors that also have a strong influence on the tourist loyalty that tourist satisfaction factor, as evidenced by the r2 value of 15.2%. This suggests that if the tourism industry pay attention to things that could improve the satisfaction of tourists visiting the attractions in Yogyakarta, then the tourists will be eager to visit again or loyal. Meanwhile, indirectly influence the quality of service to tourists loyalty through the satisfaction of tourists who visit tourist attraction in the DIY region have only r2 values of 0.015 or 1.5%. This implies that the satisfaction of tourists is less strong loyalty of tourists who visit tourist attraction in the area of DIY.</p>

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