Perancangan Program Layanan di CV. Sejati Berbasis Hasil Evaluasi Metode Kano

Felix Sanders Moelyanto(1*), Kriswanto Widiawan(2),


(1) Industrial Engineering Department, Petra Christian University, Surabaya, Indonesia
(2) Industrial Engineering Department, Petra Christian University, Surabaya, Indonesia
(*) Corresponding Author

Abstract


CV. Sejati is a service provider company of machinery and electronics repair, located in Jember, East Java. This project focuses on designing service programme. Service quality in CV. Sejati has indicated to be good by pre-research using servqual method. Designing of service programmes is then searched based on the evaluation of Kano method, which is dividing the service programme into Kano’s categories. Result of the Kano method then could be using to modify the service programmes according to the condition and customer’s needs.

 


Keywords


Kano method; service programme design

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References


Zeitaml, Valerie, Bitner, Jo Mary and Gremler, Dwayne. (2009). Service Marketing. New York: The McGraw Hill Companies.

Irianty. 2004. “Pemetaan Preferensi Konsumen Supermarket di Surabaya dan Sekitarnya dengan Metode Kano Berdasarkan Dimensi Servqual”. Skripsi. FTI, Program Studi Teknik Industri, Universitas Kristen Petra.

Sugiyono. 2011. Statistika untuk Penelitian. Bandung: Alfabeta

Zeitaml, A. Pasaruman, and Leonard L. Berry. 1990. Delivering Quality Service: Balancing Customer Perceptions and Expectations. First Edition. New York: The Free Press.


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