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 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

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 The Effect of Price and Service Quality on Customer Satisfaction of PT Huda Express Courier Services at Mcdonald’s Bintaro Restaurant

2020 ◽  
Vol 7 (1) ◽  
pp. 29
Author(s):  
Putri Nilam Kencana
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Method ◽  
Statistical Tests ◽  
Coefficient Of Determination ◽  
Main Aspect ◽  
Testing Hypotheses ◽  
Positive Effect

Customer satisfaction is the main aspect that must be met by the company, with the creation of customer satisfaction, demand will also rise. This study aims to determine the effect of price and service quality on customer satisfaction PT. Huda Express at McDonald’s Bintaro Restaurant. The method used is a quantitative method with an associative approach, with 100 respondents. Statistical tests using multiple regression analysis, coefficient of determination, and hypothesis testing with t test and F test. The results of the study, showed that price and service quality have a positive effect on customer satisfaction with the regression equation Y = 2,279 + 0,307X₁ + 0,130X₂. Price contributed 62.5% to customer satisfaction, while service quality contributed 59.6% to customer satisfaction. From testing hypotheses using statistical tests Fcount> F table or (163.410> 3.09), this is also strengthened with a probability of 0,000 <0.05. Thus H0 is rejected and H1 is accepted. This means that there is a positive and significant effect simultaneously between price and quality of service on customer satisfaction.

scholarly journals Application of the Servqual Method and the Kano Model as Measurement of Service Quality towards Customer Satisfaction in Senyum Media Bondowoso

2021 ◽  
Vol 1 (4) ◽  
pp. 324-331
Author(s):  
Firrizqi Satria Wibawa ◽  
Nurul Qomariah ◽  
Yusron Rozzaid
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Kano Model ◽  
Average Value ◽  
Level Of Satisfaction ◽  
Research Show

This research aims to analyze the level of customer satisfaction to services and explain the factors that must be prioritized in order to meet consumer expectations in Senyum Media Bondowoso. The method used is quantitative research with the Servqual method and the Kano model. The population of this research is all the customers of the Senyum Media Bondowoso store and the samples used are 150 samples using the Purposive Sampling technique. The results of the research show that the quality of service in CV. Senyumindo Mediatama Bondowoso is not in accordance with what is desired by customers, because the calculation is carried out using the Service Quality method, the results obtained are the average value of service quality, the average value of service quality for all dimensions of service quality is -4,967. On the other hand, for the Kano category is in the Indifferent category, which means that the attributes that are in the category of less attention by consumers, therefore the existence of these attributes does not affect the decrease or increase in the level of satisfaction of consumers. This category has no effect on consumer satisfaction with functional or dysfunctional services and goods.

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 PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA APLIKASI GOJEK DI KOTA TANGERANG

2020 ◽  
Vol 6 (2) ◽  
pp. 248
Author(s):  
Riri Oktarini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Regression Coefficient ◽  
Statistical Tests ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Good Service ◽  
Linear Regression Coefficient ◽  
The City

Abstrak-Tujuan dilakukannya penelitian ini adalah bermaksud mengetahui apakah dengan adanya kualitas pelayanan yang baik dan harga dapat mempengaruhi kepuasan pelanggan Gojek khususnya di Kota Tangerang.  Metode penelitian yang digunakan adalah Asosiatif kausal. Sampel yang digunakan sebanyak 100 responden. Metode analisis data menggunakan uji validitas dan reliabilitas, asumsi klasik, regresi linier berganda, koefisien determinasi dan pengujian hipotesis.  Berdasarkan hasil pengujian statistik diperoleh hasil sebagai berikut: Kualitas pelayanan memberikan pengaruh secara positif serta signifikan terhadap kepuasan pelanggan. Harga memberikan pengaruh yang negatif serta signifikan terhadap kepuasan pelanggan. Kualitas pelayanan dan harga Secara simultan dengan menggunakan uji F diketahui memberikan pengaruh positif serta signifikan terhadap kepuasan pelanggan pengguna aplikasi Go-jek di Kota Tangerang.Kata Kunci: kualitas pelayanan, harga, kepuasan pelanggan Abstract-The purpose of this research is to find out whether the existence of good service quality and price can affect Gojek customer satisfaction in Tangerang City. The research method used is causal associative. The sample used was 100 respondents. Methods of data analysis using validity and reliability, classic assumptions, multiple linear regression, coefficient of determination and hypothesis testing. Based on the results of statistical tests the following results are obtained: Service quality has a positive and significant influence on customer satisfaction. Price gives a negative and significant effect on customer satisfaction. Quality of service and price Simultaneously using the F test is known to have a positive and significant effect on customer satisfaction of Go-jek application users in the city of Tangerang.Keywords: service quality, price, customer satisfaction

Measuring Satisfaction and Loyalty of Guests Based on Vietnamese Hotel Online Reviews

2021 ◽  
Vol 11 (2) ◽  
pp. 1-17
Author(s):  
Ha Nguyen Thi Thu ◽  
Tuan Tran Minh ◽  
Tu Nguyen Thi Ngoc ◽  
Binh Giang Nguyen ◽  
Linh Nguyen Ngoc
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Online Reviews ◽  
Actual Data ◽  
Sentiment Lexicon ◽  
Guest Satisfaction ◽  
Improve Service Quality ◽  
Guest Loyalty

Measuring customer satisfaction is a key task for hotels today. Analyzing online reviews of experienced guests will help the managers to know if guests are satisfied or dissatisfied with the service that they provided. Hence, they have solutions to improve service quality. This study presents a method to measure guest satisfaction based on sentiment lexicon that is developed for hospitality domain to increase the accuracy of the analysis results. Actual data is downloaded from TripAdvisor with 35 four-star to five-star hotels of five cities in Vietnam to analyze guest satisfaction that shows that nearly 80% of customers are satisfied with the quality of Vietnamese hotels. Based on data analysis, the study also evaluating guest loyalty through phrases like “came here several,” “come back,” “recommend,” etc. This rate corresponds to the number that was reported by the Vietnam National Administration of Tourism.

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