scholarly journals INNOVATION IN LOGISTICS SERVICES USING THE KANO MODEL

2017 ◽  
Vol 44 (4) ◽  
pp. 23
Author(s):  
Milorad J Kilibarda
Keyword(s):  
Customer Satisfaction ◽  
Satisfaction Level ◽  
Kano Model ◽  
Attribute Importance ◽  
New Approach ◽  
Logistics Service ◽  
Importance Index ◽  
Logistics Services ◽  
High Level

This paper presents a new approach to the innovation in logistics services based on a classification ofservice attributesdepending on how they affect customer satisfaction. A quantitative Kano model has been developed, which, unlike traditional models, describes the nonlinear relationships betweenservice attributes and customer satisfaction. The model is based on the attribute importance index and the satisfaction level. By applying the Kano model, all attributes of logistic services are classified into one of four quadrants. Depending on to which quadrant an attribute belongs, a decision on the introduction and development of innovations is being made. The aim is to introduce innovation and new logistics solutions in order to improve the attributes that are the most important to the customer, that is, which affect the customer satisfaction to the greatest extent. The model has been applied to specific research of logistics service attributes on the Serbian market, where the case study resultsindicate the importance and a high level of practical applicability of the quantitative Kano model.

scholarly journals Measuring Client Satisfaction Level From Migration Manual Reconciliations system to Automatic Reconciliations system In Bank Danamon Indonesia Using Kano Model

2019 ◽  
Vol 6 (2) ◽  
Author(s):  
Rizaldi Rizaldi
Keyword(s):  
Customer Satisfaction ◽  
Product Development ◽  
Client Satisfaction ◽  
Banking Industry ◽  
Satisfaction Level ◽  
Operational Environment ◽  
Kano Model

In banking industry, reconciliation software can help you rise to a range of regulatory, business and operational challenges. In this new, challenging operational environment, an automated reconciliation strategy has proved to be a mandatory system to help reduce costs and risk, to achieve compliance and improve transparency, efficiency and scalability. But migrating system is a big project, And like other big projects, sometimes the result are not satisfactory, to measure client satisfaction on this project, we use Kano Model to measure it, a theory of customer satisfaction and product development developed by Professor Noriako Kano in 1980.

scholarly journals The Influence of Service Quality and Price on Customer Satisfaction: Case Study of PT. Lion Mentari Airlines

2021 ◽  
Vol 5 (1) ◽  
pp. 51-62
Author(s):  
Sudarmawan Samidi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Strategic Management ◽  
Research Method ◽  
Quantitative Research ◽  
Sampling Method ◽  
Aviation Industry ◽  
Satisfaction Level ◽  
Purposive Sampling

The purpose of this research is to examine the influence of service quality and price partially or simultaneously to customer satisfaction level on using services from PT. Lion Air flight operation at Soekarno Hatta Airport. Quantitative research method is used in this study through questionnaires to 160 respondents. Purposive sampling method was chosen to collect the data, then the data were then analysed using SPSS to achieve the study’s objective. The results showed that service quality and price have significant effect on customer satisfaction simultaneously and partially. This study give contribution for the practitioners in aviation industry to put service quality and price as one of their strategy to increase customer satisfaction, and this study also can be used by academicians and future researchers to enhance their knowledge in the field of marketing and strategic management.  

scholarly journals Potential Gain in Customer Value and Customer Satisfaction Index Method For Analysis of Customer Satisfaction Level (Case Study In Pt. Anteraja)

2021 ◽  
Vol 1 (2) ◽  
Author(s):  
Sancha Arema Data ◽  
Ribangun Bamban Jakaria
Keyword(s):  
Customer Satisfaction ◽  
General Public ◽  
Customer Value ◽  
Service Systems ◽  
Satisfaction Level ◽  
Index Method ◽  
Satisfaction Index ◽  
Potential Gain ◽  
The World

UD PT. Tri Adi Bersama is a technology-based shipping service company known as Anteraja and sends packages by courier called Satria. This company is a supporter of Tokopedia's ecommers and will expand to other marketplaces. Currently, staging stores exist throughout Indonesia, except Papua. In the world of expedition or competing services from various companies, there are so many companies, but from all of that companies must think creatively in the services they provide to customers or consumers, companies must compete - competing for creativity in program problems that they will apply in their promotional system. Other online services have also been rampant in the general public and for competitors they also have promo programs and express facilities have tough challenges compared to other services which are only in the form of dropship services in staging areas. The Pick Up service is a service that is featured from the expedition of the Triputra group with a specified pick-up period, so the shiper or what can be called the shop owner can control and manage delivery schedules without being confused about delays in delivery The purpose of this research is to obtain complaint data to evaluate the level of customer satisfaction so that it can be used as a benchmark for companies in improving their service systems to customers using the CSI and PGCV methods.

scholarly journals SIKAP DAN KEPUASAN KONSUMEN RUMAH MAKAN “XXX” LAMONGAN DI BANDAR LAMPUNG

2020 ◽  
Vol 8 (4) ◽  
pp. 712
Author(s):  
Rinty Azaria ◽  
Sudarma Widjaya ◽  
Maya Riantini
Keyword(s):  
Performance Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Sampling Method ◽  
Satisfaction Level ◽  
Case Study Method ◽  
Product Attributes ◽  
Satisfaction Index ◽  
Fishbein Model

This study aims to explore the consumers’ attitudes and satisfaction toward restaurant. This research is conducted at "XXX" Lamongan Restaurant in Bandar Lampung. Data collection was carried out in January-February 2019 by the case study method employing the number of respondents of 60 people who were selected by nonprobability sampling method. The data were analyzed using Multiatribut Fishbein Model, Customer Satisfaction Index and Importance Performance Analysis. The results of this research showed that food taste has the highest score of consumers attitude toward restaurant. The satisfaction level of the restaurant has the value of 83.73%, included to the very satisfied category. The restaurant has been implementing the product attributes that were suitable with consumers’ wishes.Key words : consumer, restaurant, satisfaction

scholarly journals Probabilistic Fuzzy Approach to Evaluation of Logistics Service Effectiveness

2014 ◽  
Vol 5 (4) ◽  
pp. 66-75
Author(s):  
Katarzyna Rudnik ◽  
Iwona Pisz
Keyword(s):  
Service Providers ◽  
Inference System ◽  
New Approach ◽  
Service Effectiveness ◽  
Logistics Service ◽  
Logistics Company ◽  
Time Period ◽  
Logistics Service Providers ◽  
Logistics Services ◽  
Effective Performance

Abstract Logistics service providers offer a whole or partial logistics business service over a certain time period. Between such companies, the effectiveness of specific logistics services can vary. Logistics service providers seek the effective performance of logistics service. The purpose of this paper is to present a new approach for the evaluation of logistics service effectiveness, along with a specific computer system implementing the proposed approach – a sophisticated inference system, an extension of the Mamdani probabilistic fuzzy system. The paper presents specific knowledge concerning the relationships between effectiveness indicators in the form of fuzzy rules which contain marginal and conditional probabilities of fuzzy events. An inference diagram is also shown. A family of Yager's parameterized t-norms is proposed as inference operators. It facilitates the optimization of system parameters and enables flexible adjustment of the system to empirical data. A case study was used to illustrate the new approach for the evaluation of logistics service effectiveness. The approach is demonstrated on logistics services in a logistics company. We deem the analysis of a probabilistic fuzzy knowledge base to be useful for the evaluation of effectiveness of logistics services in a logistics company over a given time period.

Identifying the impact of incremental innovations on customer satisfaction using a fusion method between importance-performance analysis and Kano model

2013 ◽  
Vol 31 (1) ◽  
pp. 32-52 ◽  
Author(s):  
Gerson Tontini ◽  
Jaime Dagostin Picolo
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Design Methodology ◽  
Gap Analysis ◽  
New Method ◽  
Kano Model ◽  
Attribute Importance ◽  
Content Type ◽  
Customer Dissatisfaction ◽  
The Impact

Purpose – This paper aims to present and compare a new method, improvement gap analysis (IGA), with two different versions of importance-performance analysis (IPA) – original IPA and diagonal IPA – focusing on how each method evaluates the possible impact of incremental innovations on customer satisfaction. Design/methodology/approach – Two studies were carried out, one with users of mobile phones and another with users of a fitness centre. Mobile phone users answered questions about 24 attributes, of which six were incremental innovations at the time of the research. Users of the fitness centre answered questions about 16 attributes, of which three were incremental innovations. Findings – Both case studies show that diagonal IPA overcomes two limitations of original IPA, in terms of IPA's failure to address: the high correlation between stated importance and customer satisfaction and the non-linear relationship between attribute performance and customers’ satisfaction. However, diagonal IPA is unable to identify the possible impact of incremental innovations on customer satisfaction. Thus, IGA is formulated to overcome both the problems with original IPA and the limitation of diagonal IPA. Research limitations/implications – The new method, IGA, uses expected customer dissatisfaction as a measure of attribute relevance. Its relationship with other methods used to evaluate attribute importance should be studied in the future. Originality/value – The paper presents a new method (IGA) that is able to overcome problems of original and diagonal IPA methods and is also able to identify the possible impact of incremental innovations on customer satisfaction.

An evaluation model for measuring customer satisfaction levels in a water supply domain: case study – water supply in Hamedan

Water Policy ◽  
2011 ◽  
Vol 13 (4) ◽  
pp. 490-505 ◽  
Author(s):  
Parviz Fattahi ◽  
Amirsaman Kherikhah ◽  
Ramin Sadeghian ◽  
Shahla Zandi ◽  
Saeed Fayyaz
Keyword(s):  
Customer Satisfaction ◽  
Water Supply ◽  
Evaluation Model ◽  
Satisfaction Level ◽  
Total Quality ◽  
Analytic Hierarchy ◽  
Proposed Model ◽  
Quality Water ◽  
Unit Index

Customer satisfaction is an important goal in total quality management. In order to meet this goal, it is necessary to use an evaluation model to measure customer satisfaction. This paper proposes an evaluation model for measuring the customer satisfaction level in a water supply domain. Some important criteria such as water quality, water quantity, responsibility of the company, etc. are distinguished and used in the proposed model. To integrate all of these criteria in a unit index, the analytic hierarchy process technique is used. The proposed model integrates customer opinions in a unit index to measure the customer satisfaction level. To evaluate the effectiveness and efficiency of the proposed model, Hamedan Water Company is studied as a case study. The results show that the proposed model can be used as a useful tool for analyzing customer satisfaction levels in water supply domains for other companies. The proposed model also distinguishes company strengths and weaknesses in the field of customer satisfaction.

scholarly journals PELAYANAN PELABUHAN PERIKANAN NUSANTARA (PPN) TERHADAP KEBUTUHAN OPERASI PENANGKAPAN IKAN

2020 ◽  
Vol 2 (1) ◽  
pp. 41
Author(s):  
Diniah Diniah ◽  
Mochammad Prihatna Sobari ◽  
Dede Seftian
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Study Data ◽  
Satisfaction Level ◽  
Purposive Sampling ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Interest Level ◽  
And Performance

Penelitian yang bertujuan melihat kinerja pelayanan dan mengukur tingkat kepuasan nelayan telah dilakukan di PPN Karangantu kota Serang tahun 2011. Metode penelitian menggunakan studi kasus. Metoda pengambilan data dilakukan secara purposive sampling. Metode analisis data menggunakan analisis tingkat kepentingan dan pelaksanaan dengan menggunakan importance and performance analysis (IPA) dan CSI (customer satisfaction index). Hasil penelitian menunjukkan bahwa berdasarkan IPA diperoleh indeks kepentingan berkisar antara 4,03 – 4,30, sedangkan indeks kinerja berkisar antara 2,08 – 3,72 Tingkat kepuasan nelayan terhadap pelayanan PPN Karangantu berkisar antara 0,41 – 0,74. Pelayanan terhadap nelayan yang masih dirasakan kurang baik adalah pelayanan kebutuhan solar dengan nilai 0,41 dan pelayanan kebutuhan es dengan nilai 0,44. Title: Archipelago Fishing Port (AFP) Service Toward Operational Fishing NeedResearch purposed to observe service performance and to measure satisfaction level of fishermen have been conducted at Archiplego Fishing Port of Karangantu, Serang, in 2011. Method of the study is case study. Data is taken by purposive sampling. Data analysis method employs analysis of interest level and application by using important and performance analysis (IPA) and CSI (Customer Satisfaction Index). Based on IPA, the study shows that interest index range between 4.03 – 4.30, while performance index range between 2.08 – 3.72. Fishers satisfaction level toward AFP Karangantu range between 0.41 – 0.74. Unfavourable service to fishers is solar oil need service valued 0.41 and ice need service valued 0.44.

scholarly journals Analysis of Logistics Service Attributes Based on Quantitative Kano Model: A Case Study of Express Delivering Industries in China

2011 ◽  
Vol 04 (01) ◽  
pp. 42-51 ◽  
Author(s):  
Qingliang Meng ◽  
Nongji Zhou ◽  
Jian Tian ◽  
Yijia Chen ◽  
Fen Zhou
Keyword(s):  
Kano Model ◽  
Logistics Service
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