Skema Integrasi Model Kano, SERVQUAL, Kansei Engineering dan TRIZ dalam Upaya Peningkatan Kualitas Layanan

Hartono, Markus and Sari, Yenny and Oeij, Amanda Septina (2014) Skema Integrasi Model Kano, SERVQUAL, Kansei Engineering dan TRIZ dalam Upaya Peningkatan Kualitas Layanan. In: Prosiding Seminar Nasional Teknik Industri UK Petra 2014. Universitas Kristen Petra, Surabaya. ISBN 978-602-71225-1-2

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Abstract.Customer satisfaction is a critical success factor in product and service experiences, which can be achieved by fulfilling the customers’needs as well as their emotional desires. This study is aimed to provide a schematic integration of Kano and SERVQUAL model into Kansei Engineering to measure service quality and customer satisfaction level as well as to identify the emotional needs of its customers. Meanwhile, TRIZ methodology is deployed accordingly to design the service quality improvement. For understanding the applicability of the proposed integrative model, a case study in a culinary business was chosen.It is a seafood restaurant located in Borneo Island. The research involves 20 service attributes, 10 Kansei words, and 100 targeted customers. For measuring customer satisfaction, SERVQUAL model is used to determine the services attributes that have negative customer satisfaction score. Kano model is subsequently used to determine the classification of those service attributes into Attractive (A), One-dimensional (O) and Must-be (M) categories. These analyses resulted on 8 sensitive service attributes which have negative customer satisfaction with Attractive and One-dimensional Kano’s category. Those 8 attributes also effected on customer emotional needs (Kansei words) such as “welcome”, “attractive” and “assured”. Then, TRIZmethodology is utilized to describe the innovative solutions by solving the contradictions,especially, for the service attribute“the speed and accuracy of order”; some suggested solutions are as follows, (i) to determine the service standard time, (ii) to create the order checking mechanism as well as (iii) to design website for order booking. This finding should be used as a prioritization tool for service quality improvement.

Item Type: Book Section
Uncontrolled Keywords: Services, customer satisfaction, SERVQUAL, Kano, Kansei Engineering, TRIZ, culinary
Subjects: Q Science > Q Science (General)
Divisions: Faculty of Engineering > Department of Industrial Engineering
Depositing User: Yenny Sari 61147
Date Deposited: 25 Nov 2014 04:21
Last Modified: 24 Mar 2021 14:57

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