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All Journal Jurnal Teknik Industri Terintegrasi (JUTIN)
Anggiat N P S Nababan
Teknik Industri Universitas Sam Ratulangi
Decision Sciences, Operations Research & Management Energy Engineering Industrial & Manufacturing Engineering Mechanical Engineering

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Integrasi Model Kano dan Metode Kansei Engineering untuk Pengembangan Kualitas Layanan Restoran Ayam Goreng di Kota Manado Johan S C Neyland; Irvan Raymon Rondonuwu; Lidia M Mawikere; Anggiat N P S Nababan
Jurnal Teknik Industri Terintegrasi (JUTIN) Vol. 9 No. 3 (2026): July
Publisher : LPPM Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jutin.v9i3.51982

Abstract

One of the restaurants that is much loved by various groups is the Kentucky Fried Chicken (KFC) restaurant. This restaurant must maintain its service quality amidst the emergence of new products on the market because customer loyalty is influenced by consumer perceptions of what the restaurant offers. Related to service quality, the purpose of this study is to identify service quality attribute categories using the Kano Model to further analyze customer emotional needs using the Kansei Engineering method in the form of translating customer feelings into service improvement designs. The results of the Kano Model categorization of the service quality of fried chicken restaurants contain 10 attributes in the A (Attractive) category, 9 attributes in the O (One Dimensional) category, and 2 attributes in the I (Indifferent) category, none in the M (Must Be), Q (Questionable), and R (Reverse) categories. From the results of the Kansei Method processing there are 12 Kansei words to represent emotional needs, namely delicious, spacious, slow, long, dirty, fast, clean, delicious, fresh, sea, delicious, extraordinary.
Co-Authors Irvan Raymon Rondonuwu Johan S C Neyland Lidia M Mawikere