scholarly journals Sistem Informasi Evaluasi Kualitas Layanan Website Perguruan Tinggi Menggunakan Fuzzy Kano Model

2016 ◽  
Vol 2 (1) ◽  
pp. 11-22
Author(s):  
Kasmawi . Kasmawi
Keyword(s):  
Model Data ◽  
Kano Model ◽  
One Dimensional

Intisari— Kualitas layanan website merupakan salah satu kunci keberhasilan dari sebuah website perguruan tinggi. Hal ini dapat diukur dari tingkat kualitas layanan website dan indeks kepuasan pengguna. Penelitian ini bertujuan pengembangan aplikasi untuk evaluasi kualitas layanan website di perguruan tinggi untuk meningkatkan kepuasan pengguna. Dimensi pertanyaan mengacu pada model Servqual. Alat analisis yang digunakan adalah Fuzzy Kano Model. Data dari jawaban responden analisis menggunakan Fuzzy Kano Model yaitu kategori : Must Be Requirements, One Dimensional Requirements, Attractive requirements. Sedangkan pendekatan fuzzy pada kuisioner dapat mengurangi tingkat kesubyektifan. Penelitian ini menghasilkan aplikasi kuesioner evaluasi berbasis web dinamis secara online dan menyajikan informasi kualitas layanan website dan indeks kepuasan pengguna berdasarkan dimensi Serqual pada website perguruan tinggi.  Analisis Fuzzy Kano Model, dari 5 dimensi Servqual menghasilkan kepuasan pengguna terhadap masing-masing dimensi: Tangibles (0.3866), Reliability (0.3939), Responsiveness (0.3485), Assurance (0.4249) dan Empathy (0.4632). Hasil tersebut jika dibandingkan dengan kriteria  tingkat kepuasan bahwa pengguna kurang puas terhadap layanan website www.polbeng.ac.id terutama pada dimensi Responsiveness yang mempunyai nilai ketidakpuasan paling rendah

scholarly journals Experiment of Telecom Customer’s Needs and Satisfaction Based on Kano Model

2019 ◽  
Vol 9 (2) ◽  
pp. 5074-5077
Keyword(s):  
Customer Satisfaction ◽  
Behavioral Intentions ◽  
Network Performance ◽  
Service Providers ◽  
Kano Model ◽  
One Dimensional ◽  
Wide Range ◽  
Telecom Service ◽  
Four Quadrant

with the changing technology customers are more aware of services available to them. They access wide range of information of available products and services which has lead to change in their perception about services and service providers. This has made telecom a hard sector to survive for telecom service providers. These changes in behavioral intentions has made it necessary to us understand what all services customers feel a mandatory part of telecom service and what attract them to reuse the service. To study these customers needs Kano model was applied to category services of SERVQUAL model on four quadrant - attractive, one dimensional, must-be and indifferent. The result stated that network performance attract telecom customers the most and tangibility factors are the ones which service providers can minimize as customers are indifferent about them. Safety and security in transaction is one dimensional factor that can increase customer satisfaction. Must be attributes need to be continued to maintained customers stay with the telecom brands. Thus study tried to understand behavior of customers and identify factors that could increase customer satisfaction.

LOYALTY ASSESSMENT OF ELDERLY CUSTOMERS TO THE PHARMACY USING KANO MODEL

2021 ◽  
Vol 92 (2) ◽  
pp. 24-33
Author(s):  
S. G. Troina ◽  
◽  
V. V. Kuhach ◽  
Keyword(s):  
Sociological Study ◽  
Kano Model ◽  
Pricing Policy ◽  
One Dimensional ◽  
Wide Range ◽  
Presence And Absence ◽  
The Republic ◽  
Modern Technologies

The article presents the results of a sociological study conducted with the questionnaire of 385 pharmacy customers from different regions of the Republic of Belarus aged over 60 using Kano model. The respondents consistently expressed their attitude to the presence and absence of 13 characteristics (parameters) effecting the performance of pharmacies. The purpose of this study is to assess the loyalty of elderly customers to the pharmacy using Kano model. The potentials of elderly customers’ satisfaction and dissatisfaction with the work of pharmacies are calculated. The same parameter was revealed to have a different effect on the potential of satisfaction and dissatisfaction of pharmacy elderly customers. The distribution of the parameters studied into 4 quadrants allowed to determine mandatory characteristics of the pharmacy (availability of a wide range of products, competence of pharmaceutical workers; provision of the customers with detailed information about the purchased product), linear (location of the pharmacy, convenient schedule of its work, rational pricing policy, discount availability, informative and esthetic design of shop windows, benevolence of pharmaceutical workers) and indifferent ones (availability of car parking near the pharmacy, advertising items in the pharmacy, ability to get additional services in the pharmacy, modern technologies for population service). Attractive parameters were not set. The design of shop windows is at the border edge of mandatory and one-dimensional characteristics intersection. To attract customers and increase their loyalty to the pharmacy it is necessary to ensure availability of mandatory and to develop the category of linear characteristics.

“PATRON” Inovasi Drone Untuk Membantu SATGAS COVID-19 Mencegah Penyebaran Virus Pada Kerumunan

2021 ◽  
Vol 2 (2) ◽  
Author(s):  
Fariza Halidatsani Azhra ◽  
Nayoko Prasetyo Jati
Keyword(s):  
Disease Transmission ◽  
Task Force ◽  
Kano Model ◽  
One Dimensional ◽  
Infrared Rays ◽  
Rapid Spread ◽  
Transmission Prevention ◽  
The Government ◽  
The One ◽  
Voice Of Customer

Abstract—COVID-19 be a concern in all countries because of its rapid spread through droplets or airborne. The COVID-19 Task Force recorded that 1.4 million Indonesians were exposed to the virus. The government has established health protocols, one of which is social distancing. However, as time goes by, people's awareness of the dangers of COVID 19 is decreasing. Many people violate health protocols and crowd in various places. Based on these problems, a disease transmission prevention tool is designed to reducing the spread of the virus. The method used in this research is Kano Model. From the results of the voice of customer and Kano Model analysis, it was found that the drone that consumers want is have a disinfectant in the form of 360⁰ UVC rays, sound transmission in the form of a mic along with speakers, both of which are included in the attractive category, while the one-dimensional category is a temperature gauge in the form of infrared rays to help detect the symptoms of the COVID-19 virus. The presence of PATRON is expected to help the COVID-19 Task Force in an effort to prevent the transmission of the COVID-19 virus.  Keywords: disease transmission tool, kano model, covid-19   Abstrak—Virus COVID 19 menjadi perhatian di berbagai negara dikarenakan penyebaranya yang cepat melalui droplet atau airborne. Berdasarkan data SATGAS COVID 19 tercatat sejumlah 1,4 juta penduduk indonesia terpapar virus. Pemerintah menetapkan berbagai protokol kesehatan untuk mengurangi risiko penyebaran virus, salah satunya yaitu menjaga jarak. Namun, seiring berjalannya waktu kesadaran penduduk akan bahaya COVID 19 semakin berkurang. Banyak masyarakat yang melanggar protokol kesehatan dan berkerumun di berbagai tempat. Sebagai langkah mengurangi jumlah kerumunan, dibutuhkan sebuah alat untuk membubarkan kerumunan dengan tujuan mengurangi penyebaran virus. Berdasarkan permasalahan tersebut, maka dirancang disease transmission prevention tool. Metode yang digunakan dalam perancangan desain alat adalah Model Kano. Dari hasil voice of costumer dan analisis Model Kano, didapatkan hasil bahwa drone yang dihendaki oleh konsumen yaitu memiliki disinfektan berupa sinar UVC 360⁰, transmisi suara berupa mic beserta speaker, kedua hal tersebut termasuk kedalam kategori attractive, sedangkan kategori one dimensional yaitu pengukur suhu berupa sinar infrared untuk membantu mendeteksi gejala virus COVID-19. Kehadiran PATRON diharapkan dapat membantu membantu SATGAS COVID-19 dalam upaya pencegahan penularan virus COVID-19. Kata kunci: disease transmission tool, model kano, covid-19

scholarly journals Klasifikasi Atribut Pelayanan Mobile Banking dengan Kano Model Berdasarkan Dimensi E-Servqual

2018 ◽  
Vol 2 (2) ◽  
pp. 77
Author(s):  
Imam Safi'i
Keyword(s):  
Customer Satisfaction ◽  
Mobile Banking ◽  
Kano Model ◽  
Banking Services ◽  
One Dimensional ◽  
Model Method ◽  
Dimensional Classification ◽  
Fast Application

This study aims to determine the classification of mobile banking services that improve customer satisfaction based on the dimensions of E-Servqual using the Kano Model method. The classification is needed so that the banks were able to make improvements and innovations in the performance of the quality of their mobile banking services. From the results of data processing using Kano, it is known that the service attributes that need to be improved are the m-banking facility, which features a cash withdrawal service via ATM. This will have a major impact on customer satisfaction because these attributes have the highest satisfaction coefficient value of 0.67 in one-dimensional classification. Furthermore, service attributes that need to be improved and innovated are m-banking has a fast application reactivation service with a satisfaction coefficient of 0.61 in the attractive classification

Revising the Kano model for designing an employee compensation system

2019 ◽  
Vol 32 (1) ◽  
pp. 78-91
Author(s):  
Hossein Vaez Shahrestani ◽  
Arash Shahin ◽  
Hadi Teimouri ◽  
Ali Shaemi Barzoki
Keyword(s):  
Design Methodology ◽  
Compensation System ◽  
Kano Model ◽  
Employee Compensation ◽  
Content Type ◽  
One Dimensional ◽  
Compensation Systems ◽  
Proposed Model ◽  
The One

Purpose The purpose of this paper is twofold: first, to revise the Kano model with a focus on one-dimensional attributes; and second, to use the revised model for categorizing and prioritizing various employee compensation strategies. Design/methodology/approach The Kano evaluation table has been revised and the one-dimensional attribute has been further extended to three categories of OO, OM and OA. In the next step, the literature review-based identified strategies have been categorized and prioritized according to the developed Kano model. Consequently, an employee compensation system has been proposed to a process-based manufacturing company as a case study. Findings Findings indicated that out of the 44 employee compensation strategies, typically 6 were must-be, 13 were one-dimensional, 18 were attractive and 7 were indifferent. Also, the results of the revised Kano model indicated that typically out of the 13 one-dimensional strategies, 7 were one-dimensional tending toward must-be (OM); and 6 were one-dimensional tending toward attractive (OA). Research limitations/implications The case study was limited to one company. The validity of the proposed model can be further studied in a larger population. This study provides managers with a more accurate instrument of decision making in selecting more differentiated employee compensation strategies, which, in turn, might lead to more employee satisfaction. Originality/value Theoretically, this study is different from existing studies, since almost none of the previous studies extended the Kano evaluation table for one-dimensional attributes. Practically, this study is another evidence of the application of the Kano model in the field of human resource management and in particular contributes to the design of employee compensation systems.

Attributes of IT certifications aligned to organizations’ needs

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Munir de Sá Mussa ◽  
Renata Gomes Cordeiro ◽  
Henrique Da Hora
Keyword(s):  
Information Technology ◽  
Kano Model ◽  
Technology Infrastructure ◽  
Content Type ◽  
One Dimensional ◽  
Information Technology Infrastructure ◽  
Proposed Model ◽  
It Managers ◽  
And Control ◽  
The Relationship

Purpose An area of information technology (IT) in organizations is required to manage resources efficiently. For this, IT certifications are adopted by companies and sought by professionals. However, these have many requirements and to identify which are paramount to the performance of their activities and/or are much more important to IT managers is not a trivial task. The purpose of this study is to identify how the processes of the Information Technology Infrastructure Library (ITIL) v3 and Control Objectives for Information and Related Technology (CobiT) 5 certifications are analyzed by IT managers. Regarding the knowledge of professionals about the processes, which are more important, less important or indifferent in the manager’s view. Design/methodology/approach A survey is carried out with IT managers using questions elaborated according to the Kano model in which the processes of the analyzed certifications are related to classify according to the proposed model. Findings Of the 64 analyzed processes, 20 CobiT processes and 13 ITIL processes were classified as must-be requirements. Another 17 CobiT processes and 9 ITIL processes were classified as one-dimensional and 5 ITIL processes are present in more than one relationship with CobiT processes and, depending on the relationship, they were classified as must-be or one-dimensional requirements. Originality/value It is concluded that this study contributes in the discussion of the importance of the ITIL and CobiT implementations and analyzes the relevance of ITIL and CobiT certification processes in the view of IT managers, providing useful information for the professionals in terms of prioritization of the processes expected by the managers.

Is organizational citizenship behavior an attractive behavior for managers? A Kano model approach

2015 ◽  
Vol 34 (5) ◽  
pp. 601-620 ◽  
Author(s):  
Reza Salehzadeh ◽  
Arash Shahin ◽  
Ali Kazemi ◽  
Ali Shaemi Barzoki
Keyword(s):  
Organizational Behavior ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Service Industries ◽  
Three Dimensions ◽  
Citizenship Behavior ◽  
Kano Model ◽  
Statistical Population ◽  
Content Type ◽  
One Dimensional

Purpose – Literature review indicates lack of using the Kano model in organizational behavior domain and managers’ satisfaction. The purpose of this paper is to propose a Kano-based model for managers’ satisfaction. Design/methodology/approach – In order to examine one of the proposed behaviors in this model, the role of employees’ organizational citizenship behavior (OCB) as an attractive behavior, has been investigated. The statistical population includes managers of the Isfahan’s financial service industries. After distributing questionnaires, 224 accurate questionnaires have been used for data analysis. In designing the survey questionnaire, the OCB questionnaire developed by Podsakoff et al. (1990) and Bell and Menguc (2002) has been used. For each of the OCB dimensions, some questions have been initially designed; then after collecting data, by using Kano evaluation table, the behavior types have been determined. Findings – Findings imply that by using the Kano model, five types of behaviors, i.e. must-be, one-dimensional, attractive, indifferent, and reverse can be identified. The findings related to case study also indicate that out of five dimensions of OCB, three dimensions of altruism, sportsmanship, and civic virtue are located in Attractive category; the courtesy dimension is located in must-be category; the conscientiousness dimension is located in one-dimensional category; and in reverse category, no dimension is located. In general, OCB is located in attractive category. Research limitations/implications – By using the results of this survey, a new classification of employees’ behaviors types can be suggested. The results of this study can help employees in understanding what kind of their behaviors causes managers’ satisfaction. Originality/value – The results of this study have an important contribution in the literature of the Kano model and OCB.

scholarly journals An assessment of customers’ satisfaction for emerging technologies in passenger cars using Kano model

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anu Kohli ◽  
Ram Singh
Keyword(s):  
Customer Satisfaction ◽  
New Technologies ◽  
Emerging Technologies ◽  
Global Market ◽  
Passenger Cars ◽  
Kano Model ◽  
Passenger Car ◽  
Content Type ◽  
One Dimensional ◽  
Gesture Control

Purpose Automobile industry has been the backbone of manufacturing sector in any country. During the past decade, passenger car industry has emerged as the one of the growing sectors in the Indian economy. Technological features in the passenger cars industry has been evolving in the global market, and customers have been the most important stakeholders to judge the requirement of these features. Therefore, the purpose of this paper is to analyze the customers’ need for these emerging technologies using Kano model of customer satisfaction. Design/methodology/approach This paper has used the Kano model to assess the customer satisfaction for Indian passenger car companies. Overall, 250 customers of passenger cars from Northern India have been surveyed using well-structured questionnaire designed as per the Kano model. On the basis of responses, this study has categorized the technological attributes of passenger cars as attractive, must be, one-dimensional and indifferent. Findings “Auto Gear Shift” system has emerged as a must be attribute. “Premium surround system” has been categorized under one-dimensional attribute. “Communication between vehicles,” “integration with smart phone,” “connecting applications,” “dual-stage airbags,” “in-dash navigation system,” “rearview camera,” “heated and cooled seats,” “built-in fourth generation long term evolution,” “Wi-Fi system” and “automated window cleaning system” have emerged as attractive features. The customers have been indifferent about “gesture control,” “reality display on car wind screen” and “run-on-flat tyre.” In contradiction to the popular belief, this study has found that customers have shown Indifferent attitude toward “hydrogen fuel-operated cars” and “battery cars.” Research limitations/implications This present study gives insight about the acceptability of various emerging technological features in Indian car market. This study has fulfilled the existing dearth in assessing the customers’ insight about the implementation of these emerging technologies in Indian cars. This paper will be helpful to the manufacturers to inculcate the voice of the customers in designing the new technologies for the passenger cars. Originality/value Previous studies across the globe have applied Kano model for assessing customers’ satisfaction in various industries, but according to the authors’ knowledge, hardly any study was conducted in context of technological attributes for Indian passenger car companies.

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.

INTEGRASI SERVQUAL DAN MODEL KANO KE DALAM QFD PADA PENGUKURAN KUALITAS PELAYANAN PAKET POS DI PT. POS INDONESIA CABANG BENGKULU

2019 ◽  
Vol 24 (3) ◽  
pp. 262-273
Author(s):  
Fitri Yanti ◽  
Trisna Murni
Keyword(s):  
Quality Function Deployment ◽  
Kano Model ◽  
Quality Function ◽  
One Dimensional ◽  
On Line ◽  
Training Seminar

PT. Pos adalah perusahaan publik pemerintah yang bergerak dalam bisnis informasi, uang, dan layanan pengiriman paket. Adapun tujuan penelitian ini adalah mengetahui kualitas tingkat layanan paket pos di PT. Pos Indonesia Cabang Bengkulu dan mengetahui kriteria apa saja yang harus diperbaiki dan ditingkatkan dengan menggunakan metode SERVQUAL(Kualitas Layanan), Kano Model dan penyebaran kualitas fungsi. Penelitian ini menggunakan metode gabungan, terdiri dari SERVQUAL(Kualitas Layanan), Model Kano, dan Penyebaran Fungsi Kualitas (Quality Function Deployment/QFD). Informasi yang diperlukan diperoleh dari kuesioner yang didistribusikan melalui kuesioner SERVQUAL dan kuesioner kano kepada pelanggan yang pernah mendapatkan layanan perusahaan. Data yang terkumpul kemudian diproses dengan metode kualitas layanan dan dikelompokkan ke dalam kategori kano kemudian penyebaran fungsi kualitas (PFK) sebagai desain perbaikan. Berdasarkan analisa kuesioner dihasilkan bahwa skor gap Kualitas Layanan -1,02, model Kano diperoleh dua atribut yang diklasifikasikan Attractive (A), 11 atribut diklasifikasikan dalam one dimensional (O) dan sembilan atribut diklasifikasikan dalam Must-be (M). Berdasarkan analisis matriks rumah kualitas/PFK diperoleh 11 tanggapan teknis yang perlu dilakukan oleh manajemen kantor pos Indonesia yaitu: Peningkatan kinerja melalui training, seminar dan workshop, peningkatan layanan pada pelanggan, penyempurnaan SOP penerimaan dan pengiriman paket, komputerisasi loket/ titik layanan yang terintegrasi secara on-line, pemanfaatan teknologi kode baris (barcode), pengiriman barang dengan sarana jejak lacak (track and trace), peningkatan kinerja standarisasi waktu tempuh kiriman pos, pengembangan jaringan angkutan, peningkatan pengadopsian sistem ISO pada pelayanan pengiriman paket, standarisasi peralatan dan sistem informasi, perluasan titik layanan dengan pola kerjasama.

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