Study on the Scheme of the Service Quality Improvement for Local Festival using Kano Model and PCSI Index

2018 ◽  
Vol 14 (1) ◽  
pp. 85-104
Author(s):  
Seung Woo Choo
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
Kano Model

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

The Classification of the Service Quality Elements in the parcel service Using the Kano Model

2011 ◽  
Vol 12 (5) ◽  
pp. 315-333 ◽  
Author(s):  
이하나 ◽  
김한성 ◽  
나우현
Keyword(s):  
Service Quality ◽  
Kano Model

Service Quality Improvement for Airlines by Utilizing QFD and Fuzzy Theory

2014 ◽  
Vol 28 (1) ◽  
pp. 75-98 ◽  
Author(s):  
Eun-Song Bae ◽  
Daecheol Kim
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
Fuzzy Theory
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