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All Journal Journal Industrial Servicess OPERATION EXCELLENCE: Journal of Applied Industrial Engineering INVOTEK: Jurnal Inovasi Vokasional dan Teknologi Minda Baharu Jurnal Inovator Aptisi Transactions on Technopreneurship (ATT) Jurnal Industri Kreatif (JIK) JATI (Jurnal Mahasiswa Teknik Informatika) SIGMA TEKNIKA Jurnal Rekayasa Industri (JRI) Journal of Computer Networks, Architecture and High Performance Computing Jurnal Puan Indonesia J-COSCIS : Journal of Computer Science Community Service Engineering and Technology International Journal (EATIJ) Jurnal Manajemen Rekayasa dan Inovasi Bisnis Jurnal Pengabdian Ibnu Sina Ranah Research : Journal of Multidisciplinary Research and Development Journal of Information System, Technology and Engineering JT-IBSI (Jurnal Teknik Ibnu Sina) JR : Jurnal Responsive Teknik Informatika The Indonesian Journal of Computer Science Jurnal Responsive Teknik Informatika JURNAL LIGA ILMU SERANTAU
Larisang
Universitas Ibnu Sina
Aerospace Engineering Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mechanical Engineering Public Health Social Sciences Transportation Other

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Journal : Jurnal Inovator

 1 
Integrating KANO and QFD Method in Improving Customer Satisfaction (Case study: PT. XYZ) Larisang; Sanusi; Khairul Imam
Jurnal INOVATOR Vol. 6 No. 1 (2023): Jurnal INOVATOR
Publisher : LPPM Politeknik Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37338/inovator.v6i1.5

Abstract

PT. XYZ is a private company engaged in the sale of vehicles and spare parts and also car service. The problem that occurs is the increment of customer complaints. This is very contradictory to the service received by the customer. The purpose of this research is to produce a service system required by customers that is able to give satisfaction to the customers. This study resulted in ten service attributes required by customers based on the Kano model categorization, namely: complete facilities, comfortable waiting room temperature, indoor and outdoor cleanliness, ease of contacting bookings, ease of getting service schedules, long waiting time for service advisors, length of service time, the suitability of work, condition of the vehicle after service, and ease of payment. This research has 9 attributes. Technical characteristics include the addition of an air conditioner, online booking service, preparing appointments, vehicle pick-up service, home service, express maintenance service, explaining the results of work carried out by service advisor (SA) officers, service advisor officers (SA) accompany customers during payment, Maintenance Reminder Appointment (MRA) officers follow up to customers
Integrating KANO and QFD Method in Improving Customer Satisfaction (Case study: PT. XYZ) Larisang; Sanusi; Khairul Imam
Jurnal INOVATOR Vol. 6 No. 1 (2023): Jurnal INOVATOR
Publisher : LPPM Politeknik Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37338/inovator.v6i1.5

Abstract

PT. XYZ is a private company engaged in the sale of vehicles and spare parts and also car service. The problem that occurs is the increment of customer complaints. This is very contradictory to the service received by the customer. The purpose of this research is to produce a service system required by customers that is able to give satisfaction to the customers. This study resulted in ten service attributes required by customers based on the Kano model categorization, namely: complete facilities, comfortable waiting room temperature, indoor and outdoor cleanliness, ease of contacting bookings, ease of getting service schedules, long waiting time for service advisors, length of service time, the suitability of work, condition of the vehicle after service, and ease of payment. This research has 9 attributes. Technical characteristics include the addition of an air conditioner, online booking service, preparing appointments, vehicle pick-up service, home service, express maintenance service, explaining the results of work carried out by service advisor (SA) officers, service advisor officers (SA) accompany customers during payment, Maintenance Reminder Appointment (MRA) officers follow up to customers
Co-Authors Abdul Hamid Abdurahman, Nandar Cundara Abdurahman, Nandar Cundara Ade Kurnia, Riska Agus Suryadi Agustini , Sherly Akbar, Rudi Akbar, Zulkifli Ali Albertus L. Setyabudhi Ali Basriadi Ambiyar, Ambiyar Andika, Doddy Aprizal Y Arief Andika Putra Arifin , Nofri Yudi Arifin, Nofri Yudi Azriel Alfito Zikry Badruszaman, Anwar Basar, Abdul Rahman Boby Saputra David Saro Devega, Army Trilidia Didin Setyawan Doni Syofiawan Efendy, Moh. Hafidz Ery Sugito Fernandes, Atman Lucky Firnam Firnam Hafidz Hafidz Harmen Harmen Herasmus, Hilda Herman Hilda Herasmus Hutauruk, Sabam Mauliate Indah Kusuma Dewi, Indah Kusuma Insannul Kamil, Insannul Ismail Ismail Jamal, Siti Aisyah Johan, Dasman Khairul Imam Laurensius Setyabudhi, Albertus Lubis, Arina Luthfini M. Ansyar Bora Martino, Hisar Gusdian Masnur, Mohamad Muhammad Alfinanda Rizky muhammad irfan Nanda Jarti Nandar, Dwi Nofri Yudi Arifin Nurul Aprila Safira Okta Veza Pattasang, Pattasang Piliang, Johan Delfi Putri, Meylia Vivi Remon Lapisa Revi Illya Badri Ririt Dwiputri Permatasari Rizki Prakasa Hasibuan Robbie Ramady Ropianto, Muhammad Rozali Rozali Rozali, Rozali Sabtu Sabtu Sabtu, Sabtu Sadewa, Antan Sanusi Sanusi Sanusi Sanusi Setyabudhi , Albertus L. Setyawan, Didin sherly agustini Sondra Wijaya, I Made Subakti Eko Pratama Sumarni Sumarni Suri, Ghea Paulina Syofiawan, Doni Taslimahudin Taslimahudin Tommy Saputra Trenggono Tri Widodo Veza, Okta Weni Lestari Putri Yudi Akbariaji Yunesman, Yunesman Yusdinata, Zeri Zidane, Mohammad Zulkarnain