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

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.

Banking services for SMEs' internationalization: evaluating customer satisfaction

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Vincenzo Formisano ◽  
Andrea Moretta Tartaglione ◽  
Maria Fedele ◽  
Ylenia Cavacece
Keyword(s):  
Customer Satisfaction ◽  
Point Of View ◽  
Kano Model ◽  
Banking Services ◽  
Content Type ◽  
Wide Range ◽  
International Activities ◽  
The Impact ◽  
The Relationship

PurposeThe purpose of this paper is to analyse the quality of banking services provided in support of small- and medium-sized enterprises' (SMEs) internationalization from the customers' perspective.Design/methodology/approachCustomer satisfaction of 50 Italian SMEs with the banking services provided for international activities has been evaluated by adopting the Kano model's continuous and discrete analyses.FindingsResults show which banking services provided for business internationalization are necessary to satisfy customers' expectations, which services customers like having and dislike not having and which services are unexpected by customers creating a high increase in satisfaction when provided.Research limitations/implicationsThis work shows the value of the Kano model in evaluating the non-linear relationship between customer satisfaction and quality of banking services for the international activities of companies. The main limitation of this work is the limited geographical context of the investigation.Practical implicationsThis research suggests banks to transform their role in the relationship with SMEs from mere financiers to active partners committed to their growth abroad by offering a wide range of services not just financial, but also counselling and care professional, thus achieving mutual benefits.Originality/valuePrevious works on banking services and business internationalization are focussed on the transaction costs, information asymmetries and the impact of online banking. This work advances available knowledge by analysing the customer's point of view, evaluating the satisfaction of SMEs which, although more dependent on banks for their expansion abroad than large listed companies, are mostly ignored by literature.

scholarly journals Kualitas Mobile Banking Terhadap Kepuasan Nasabah Bank BRI (Studi Pada Pengguna BRI Mobile di Kota Depok)

2020 ◽  
Vol 7 (1) ◽  
pp. 24-31
Author(s):  
Ratnawaty Marginingsih
Keyword(s):  
Customer Satisfaction ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Mobile Banking ◽  
Banking Efficiency ◽  
Banking Services ◽  
Descriptive Research ◽  
Utilization Of Technology ◽  
Financial Transactions

Abstract  - The utilization of technology in the banking industry such as mobile banking or often referred to as m-banking provides convenience in financial transactions. There are services on mobile banking, covering payments transfer, history, and others.The use of mobile banking services in cell phones allow that customers can more easily to run their banking activities indefinitely space and time.This study aims to determine the effect of the quality of mobile banking services on BRI Bank customer satisfaction in the city of Depok. A total of 100 respondents were surveyed online using the convenience sampling method. The form of research used is descriptive research with a quantitative approach. The data is processed using multiple linear regression analysis. The results of this study are obtained partially and simultaneously the quality of service using the variables reliability and responsiveness, assurance and security, convenience in banking, mobile banking efficiency and easy to use on customer satisfaction to obtain positive and significant results. This shows that good service is one of the keys to the success of an organization Keywords : Service Quality, Customer Satisfaction, Mobile Banking

scholarly journals The Value of Customer Loyalty and Satisfaction in Antam’s Precious Metal Products (A Kano Model Analysis)

2020 ◽  
Vol 12 (2) ◽  
Author(s):  
Nur Rahmawati
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Precious Metal ◽  
Basic Needs ◽  
Model Analysis ◽  
Pure Gold ◽  
Kano Model ◽  
One Dimensional ◽  
Metal Products

Abstract. This researcher aims to map and analyze the customer loyalty and satisfaction of Antam's Precious Metal (LM) products through four categories of the Kano model. These include one dimensional or performance needs, must be or basic needs, attractive or excitement needs, and indifferent needs. This is a qualitative research with data obtained from interviews, observation and documentation. The study shows that the value of customer loyalty and satisfaction in Precious Metal products, referring to the Kano model analysis, is included in the one-dimensional or performance requirements. Here, the level of satisfaction is directly proportional to the performance attributes. This means that the performance attributes can affect the level of customer satisfaction. Pure Gold, as an Antam’s Precious Metal products, is not considered as must-be or basic needs. It is regarded as attractive or excitement needs due to the rapid development of PT. Antam which is strongly influenced by the quality and development of its product attributes, especially the precious metal products. This study proposes the formation of classification of customer satisfaction using the Kano model and customer loyalty so that it provides benefits in terms of the classification of customer satisfaction.Keywords: Loyalty, Satisfaction, Customer, Antam and Kano Model Analysis Abstrak. Penelitian ini bertujuan untuk memetakan dan menganalisis loyalitas dan kepuasan konsumen produk Logam Mulia (LM) Antam melalui empat kategori model Kano yaitu: one dimensional atau performance needs, must be atau basic needs, atractive atau excitement needs, dan Indifferent. Penelitian ini merupakan penelitian kualitatif dengan data yang diperoleh melalui wawancara, observasi dan dokumentasi. Hasil penelitian ini menunjukkan bahwa nilai loyalitas dan kepuaan konsumen pada LM Antam, perspektif model Kano, masuk pada kategori one dimensional atau performance needs. Ini berarti tingkat kepuasan berbanding lurus dengan kinerja atribut, sehingga berdampak pada tingginya kepuasan konsumen. Sedangkan emas LM Antam tidak masuk kategori must be atau basic needs, atractive atau excitement needs, dan Indifferent karena perkembangan pesat PT. Antam saat ini sangat dipengaruhi oleh kualitas dan perkembangan Atribut produk, khususnya pada LM Antam. Hasil penelitian tersebut berimplikasi pada terbentuknya klasifikasi kepuasan konsumen dengan menggunakan model Kano dan loyalitas konsumen. Hal ini memberikan manfaat dalam hal klasifikasi kepuasan konsumen.Kata kunci: Loyalitas, Kepuasan, Konsumen, Antam dan Model Kano

scholarly journals Identifying and classifying attributes of packaging for customer satisfaction-A Kano Model Approach

2021 ◽  
Vol 9 (1) ◽  
pp. 57
Author(s):  
S. K. Dash
Keyword(s):  
Customer Satisfaction ◽  
Quality Attributes ◽  
Kano Model ◽  
One Dimensional ◽  
Customer Perspective ◽  
Packaging Industry ◽  
Marketing Tool ◽  
Structured Questionnaire ◽  
Model Approach

<p>The packaging industry in India is predicted to grow at 18% annually. In recent years Packaging becomes a potential marketing tool. The marketer should design the packaging of high quality from customer perspective.  As the research in the area of packaging is very few, study of quality attributes of Packaging is the need of the hour and inevitable. An empirical research was conducted by applying Kano Model. The researcher is interested to find out the perception of the customers on 22 quality attributes of packaging. 500 respondents which were selected randomly were asked about their experience of packing on everyday commodities through a well-structured questionnaire.  The classification of attribute as must-be quality, one-dimensional quality, attractive quality, indifferent quality and reverse quality was done by three methods. Marketer should make a note of it and prioritise the attributes for customer satisfaction.</p>

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 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

scholarly journals What keeps Islamic mobile banking customers loyal?

2019 ◽  
Vol 10 (2) ◽  
pp. 525-542 ◽  
Author(s):  
Mohamed Asmy Bin Mohd Thas Thaker ◽  
Md Fouad Bin Amin ◽  
Hassanudin Bin Mohd Thas Thaker ◽  
Anwar Bin Allah Pitchay
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Mediating Effect ◽  
Primary Data ◽  
Islamic Banking ◽  
Intention To Use ◽  
Mobile Banking ◽  
Continuance Intention ◽  
Banking Services ◽  
Content Type

Purpose This study aims to find important factors of Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services. Design/methodology/approach The primary data are collected from the survey administered to 250 customers in the Klang Valley and the analysis is conducted using partial least squares (PLS). Findings Based on the findings, continuance intention of using Islamic mobile banking services was found to be depended on the usability of mobile banking services, customer service provided by Islamic banks towards mobile banking services, customer satisfaction on mobile banking services and trust of customers towards mobile banking services. In addition, the mediating effect of Islamic mobile banking services continuance adoption is significantly influenced by customer satisfaction and trust. Research limitations/implications The sample size and area of study become the obvious limitations, and interpretation of the results and conclusion cannot be as generalised. In addition, as the respondents of this study are existing customers who have used Islamic mobile banking services at least once, relying on the perception of one key informant might imply cognitive biases. Besides, the use of current factors might limit the ability to explore other potentially important determinants of the customers’ continuance intention in using Islamic mobile banking services. Practical implications By understanding these continuance intention factors amongst the customers, it would help the industry player particularly Islamic banking to plan and strategise appropriate policies and support necessary programmes on diversifying and promoting financial transaction using mobile banking services amongst their existing and potential customers. Originality/value This paper offers an additional literature on Islamic mobile banking, especially from the Malaysian context. There is a lack of study that focuses on loyalty towards Islamic mobile banking services. The paper is considered to be the first attempt to examine the factors that influence Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services.

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.

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