Kano Model Method Research Articles

Model Kano and Servqual in QFD (Quality Function Deployment) Integration to Improve AHASS Customer Satisfaction

The main actor of the service industry is service performance provided by the company to consumers. Service quality is a relevant concept to be applied and developed in the field of after-sales service in the automotive industry. This research integrates Servqual and Kano models into QFD. Servqual is used to determine the gap between consumer perceptions and expectations using 7 servqual dimensions. Kano's model for classifying consumer retention, QFD, and a link between consumer needs and the service design process requires a HoQ matrix consisting of six elements. Strengthen the determination of technical requirements elements; structured tools are used to find the problem root (gap), namely, the fishbone. The reason for integration is the goal of Servqual is to determine the gap so that the improvement process is only based on the gap value, while the Kano model method is only able to classify VoC based on 5 dimensions but is not yet able to assess performance attributes, so it is integrated into QFD because it can unite consumer desires with the company. This research was conducted at AHASS. The highest negative gap is the availability of brochures and information of -0.89, so the improvement step is to provide updated information boards and socialize brompit application. The HoQ matrix concludes that the technical response with the highest priority, 10.59%, is carrying out periodic performance evaluations. Highest goal of 4.97 is B04, B05, and B06. The highest improvement ratio was 1.22 (availability of brochures or information). Meanwhile, the obtained CSP of 4.66 is E01 and adjust importance score of 15.2 is C04.

ANALYSIS OF DIGITAL WALLET SERVICE QUALITY DURING THE COVID-19 PANDEMIC TO MEASURE CUSTOMER SATISFACTION USING THE KANO MODEL (CASE STUDY ON GOPAY AND DANA DIGITAL WALLETS)

Since the COVID-19 pandemic broke out in Indonesia in early March 2020, the Indonesian government has made efforts to limit the social activities of the community to break the chain of the spread of COVID-19. With this restriction, there has been a change in transaction behavior in the community to digital payments. The number of financial technology innovations during the pandemic is also increasingly attracting public interest. The type of financial technology that is often used is a digital wallet. The object of this research is GoPay and DANA because they have the most users and dominate the digital wallet market in Indonesia. The service quality factor has a high impact on customer perception to value digital wallets. Digital wallet companies must understand the wants and needs of their customers, and pay attention to customer satisfaction because it is very important to develop products. The research objectives are to describe the quality of GoPay and DANA services from customer perceptions, to find out the description of GoPay and DANA customer satisfaction, and to determine the effect of digital wallet service quality on customer satisfaction during the COVID-19 pandemic using the Kano Model method, then described through customer satisfaction mapping. Based on the research results, GoPay and DANA features are divided into “indifference”, “must be” and “one-dimensional” categories. Features that are in the “indifference” quadrant mean that they cannot meet customer expectations. GoPay and DANA must improve features that have low customer satisfaction coefficient values, and need to maintain features that have high customer satisfaction coefficient values, then later feature improvements can be made to achieve a higher level of customer satisfaction. The results of this study can be used as an overview, input, and additional information related to customer satisfaction. GoPay and DANA can identify customer wants and needs and can make decisions to improve, develop, improve and enhance their service features.

Research on the Method of Acquiring Customer Individual Demand Based on the Quantitative Kano Model.

In order to realize accurate marketing by analyzing customer individual demand, a new quantitative Kano model method is put forward, and it is helpful to provide customized products for heterogeneous customer classification groups. By improving the traditional Kano model, the customer satisfaction and the importance degree of products are defined, and the quantitative Kano demand model is established. Customers are classified as the price preference group, the brand preference group, and the service priority group, and decision-making of product attribute quality improvement for customer classification is realized. Lastly, electric vehicles (EVs) are selected as a study case, and their various demands for different classifications of customers are discussed by questionnaire survey and calculation of satisfaction and the importance degree. Furthermore, different customer group demands are classified as attractive demands, expected demands, nondifferential demands, or essential demands, and the important product attribute acquisition process for various customers is discussed to improve enterprise market competitiveness.

Kansei engineering application in redesigning carica packaging to support local-small industry in Central Java

Packaging is one of the important elements of product sales. The packaging is one form of branding business of a business party. This study was conducted to apply the principles of Kansei Engineering to packaging products of Carica, one of the MSMEs in Wonosobo. This research was conducted to find out what kind of design desired by consumers of Carica products to encourage them to make purchases of these products. The method used is the Kansei Engineering method which will then be collaborated with the Kano model method and conjoint analysis. Kansei Engineering will help this research in determining what aspects consumers want to feel when they buy a Carica product. After that, using the Kano model principle will be determined categories from each aspect that consumers feel into several parts, namely basic attributes, linear attributes, attractive attributes, and non-significant attributes. Aspects included in the non-significant attribute category are considered not suitable to be used as a new design concept of Carica packaging. Finally, the packaging aspects that consumers want to feel when buying these products will be linked to the new design using conjoint analysis. This research concludes that the new packaging will be square and made of glass and has a label that has a fruit picture and has an orange theme.

Upaya Meningkatkan Kualitas Produk Bakso Berdasarkan Model Kano di CV Mett Ball Foods

The opportunity for processing food ( Bakso ) is so large, the intense competition between players in seizing customers requires that the customers can improve the quality of their products based on customer perceptions. This study aims to improve the quality of meatball products based on the Kano model method. The method used in this study uses the Kano method or model combined with eight dimensions of TQM quality or Garvin 1987 dimensions for the goods category. The results showed that there were six attributes belonging to the Must-be category, five attributes belonging to the One-dimensional category, three attributes belonging to the Attractive category and 16 attributes belonging to the Inddiffrent category. The quality improvement priorities that must be made in order to increase customer satisfaction are found in the One-dimensional category of B12, B14, B17, B21 and Attractive Attributes on Attributes B1, B2 and B19. Key words : Customer Satisfaction, Canoe Model, Dimensions of quality (TQM)

Klasifikasi Atribut Pelayanan Mobile Banking dengan Kano Model Berdasarkan Dimensi E-Servqual

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

Preliminary Study on Kano Model in the Conceptual Design Activities for Product Lifecycle Improvement

Product manufactured with short life cycle had only one major issue, it can lead to increasing volume of waste. Day by day, this untreated waste had consumed many landfill spaces, waiting for any possible alternatives. Lack of product recovery knowledge and recyclability features imprinted into product design are one of the main reason behind all this. Sustainable awareness aspect should not just be implied into people’s mind, but also onto product design. This paper presents a preliminary study on Kano model method in the conceptual design activities to improve product lifecycle. Kano model is a survey-type method, used to analyze and distinguished product qualities or features, also how the customers may have perceived them. Three important attributes of Kano model are performance, attractive and must-be. The proposed approach enables better understanding of customer requirements while providing a way for Kano model to be integrated into engineering design to improve product’s end-of-life. Further works will be continued to provide a better lifecycle option (increase percentage of reuse, remanufacture or recycle, whereby decrease percentage of waste) of a product using Kano model approach.

ТРЕБОВАНИЯ РЫНКА ТРУДА К ПОДГОТОВКЕ КОНКУРЕНТОСПОСОБНЫХ ВЫПУСКНИКОВ ВУЗА

The current paper features the requirements of the labour market for competitive graduates training. The employers' requirements were studied according to the Kano Model method. The author defines general information about the needs of employers in graduates. The interests and capabilities of higher educational institutions were also taken into account. The article represents and analyses the characteristics, skills and quality of a competitive graduate training. Prospective employers identified the following parameters of quality of competitive graduate training: the level of responsibility, the level of practical skills and that of interpersonal skills (communication, negotiation, conflict resolution, teamwork), initiative, etc. The study identifies the skills that employers identify as lacking: practical skills, analytical skills, problem solving, customer relationships, written communication, second-language skills, presentation skills, etc. The paper features the results of a survey conducted and the analysis of the forms of possible cooperation between the higher educational institution and the employer. It represents the factors that influence the decision of employers in the process of recruiting graduates, and the level of satisfaction of the employers.