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Lukmandono
Institut Teknologi Adhi Tama Surabaya
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Integrating the CARTER and KANO Models to Enhance Customer Satisfaction Marnoto Marnoto; Lukmandono Lukmandono
Jurnal IPTEK Vol 29, No 2 (2025): December
Publisher : LPPM Institut Teknologi Adhi Tama Surabaya (ITATS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31284/j.iptek.2025.v29i2.7999

Abstract

This research is motivated by the importance of improving customer satisfaction, a key to business success, particularly for wood pellet products. The study aims to integrate the CARTER and Kano methods to identify service and product attributes affecting customer satisfaction and assist in determining effective improvement priorities. A quantitative research method was used to collect data through questionnaires. The CARTER method assesses customer satisfaction dimensions such as compliance, assurance, reliability, tangibles, empathy, and responsiveness, while the Kano method classifies service and product attributes into must-be, one-dimensional, and attractive categories. The results show that integrating these two methods allows for effective categorization of attributes, enabling the company to focus on improving product and service quality. Fulfilling basic needs is crucial to avoid dissatisfaction, while performance and attractive needs contribute to higher customer satisfaction. The empathy and responsiveness aspects of service also significantly influence positive customer perceptions. Through the comprehensive and practical framework resulting from the integration of the CARTER and Kano methods, companies can enhance customer satisfaction sustainably while maintaining competitiveness in the wood pellet market
Co-Authors A'Yun, Qurotul Abdulloh, Mohammad Fauzin Ade Ray Adi Firmansyah Adi Firmansyah Adi Firmansyah Agung Firdausi Ahsan Ajeng Risky Mukti Alicya Rosa Kumalaratri Andi Dwi Wahyu Wibowo Andika Prasetyo Andika Prasetyo Andika Prasetyo Andri Erawati Angga Anugrah Putra Anggun Videan Fatnita Anita Hakim Nasution Arif Nurfadli Arif, Muhammad Fuad Arifiyah, Nuriyanti Charismanda Adilla Tristianto Devi Susiati Dewi, Ratna Murtisari Dhiwangkara, Thifali dimas wisnu dharma putra Dwi Mei Riya Ristanti Dwicahyani, Anindya Rachma Enik, Enik Sulistyowati Erawati, Andri Erdhianto, Yoniv Esti Widhiarni Evi Yuliawati Faisal Rahman Faisal Rahman, Faisal Farid Ardyansyah Fatnita, Anggun Videan Febriana, Dyah Ayu Fitriani, Anisa Putri Gemamustika, Satria Hamdani Hamdani Hanny Hafiar Hartono, Rudi Hasib, Nur Hastawati Chrisna Suroso, Hastawati Chrisna Hofifah, Hofifah Ibrahim Aji Iis Riyana Ila Asih Setiani Ilmi, Muhammad Fajrul INDUNG SUDARSO, INDUNG Indung Sudarsono Irawan, Putut Ade Irfan Dwi Santoso Ishaq, Ardan Maulana Johan Alfian Pradana Lailatul Badriyah Marnoto Marnoto Marnoto, Marnoto Minto Basuki Moch. Junaidi Hidayat Moch. Mahsun Muhamad Rafi Maulana Muhamad Yasin Muhammad Fuad Arif Mukti, Ajeng Risky Mukti, Gatot Basuki Hari Mushthofa Zuhad Siroj Narto Narto Narto Narto Narto Narto, Narto Ni Luh Putu Hariastuti Ningtyas, Ollifia Ayu Nur Hasib Nur Kalim Nurfadli, Arif OB. Bayu Sinatra Ollifia Ayu Ningtyas Paramesti, Rara Nidhana Po Hsiang Liu Pranakusuma Sudhana Prastyo, Sodo Rizky Pratama Egista, Arga Pratama, Andreas Dhiyong Puspitasari, Shella Anindya Putra, Angga Anugrah Qoiron, Rizal Qurotul A'Yun Rachmadi, Mohamad Iman Rahardi Wardhana Ratna Murtisari Dewi Ratna Murtisari Dewi Ray, Ade Rio Adi Trisna Rizal Ardianto Rizki Akbar, Rizki Rony Prabowo Saadillah, Fathi Salehudin Salehudin Santoso, Irfan Dwi Satria Gemamustika Setiani, Ila Asih Shella Anindya Puspitasari Sodo Rizky Prastyo Sudhana, Pranakusuma Sugiarto, Vito Andrianto Pratama Suhartini Suhartini Suksmanantyo Suksmanantyo Sulthon, Ali Sulthony, Fahd Suparjo Suparto Suparto Suparto Suparto Susi Rahayu Syahputra, Lazuardy Reza Syaiin, Moh Nur Thifali Dhiwangkara Trias Septin Hariana Ubaid, Zaky Viky Setyawan Vincendy, Constantinus Johananda Kardinal Wiryanto, Ibnu Yoniv Erdhianto Yoniv Erdianto Zeplin Jiwa Husada Tarigan