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Michael Purwoko
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Computer Science & IT Control & Systems Engineering Industrial & Manufacturing Engineering

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CUSTOMER PREFERENCES AND SATISFACTION ANALYSIS OF VIDEO CONFERENCE APPLICATION FOR PRODUCTIVE ACTIVITIES USING KANO MODEL Yansen Theopilus; Michael Purwoko
JRSI (Jurnal Rekayasa Sistem dan Industri) Vol 8 No 02 (2021): Jurnal Rekayasa Sistem & Industri - Desember 2021
Publisher : School of Industrial and System Engineering, Telkom University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25124/jrsi.v8i02.460

Abstract

Perkembangan teknologi komunikasi yang pesat dan kebutuhan komunikasi jarak jauh yang semakin meningkat di era new normal pandemi Covid-19 membuat berbagai aplikasi video conference memiliki peran vital dalam kegiatan produktif manusia, seperti bekerja, belajar, menekuni hobi, dan lain-lain. Peningkatan kebutuhan ini memacu berbagai aplikasi video conference untuk meningkatkan kepuasan konsumen agar tetap menjadi pilihan utama bagi konsumen. Untuk memenangkan persaingan, penyedia aplikasi video conference harus memahami dan menyediakan rancangan aplikasi video conference yang dapat memberikan kepuasan yang maksimum bagi konsumen. Oleh karena itu, penelitian ini bertujuan untuk menganalisis preferensi dan kepuasan konsumen terhadap atribut rancangan aplikasi video conference yang mengacu kepada tiga aplikasi video conference terpopuler di Indonesia, yaitu Zoom, Google Meet, dan Skype. Penelitian ini menggunakan Model Kano untuk mengidentifikasi preferensi dan kepuasan konsumen terhadap 46 atribut rancangan aplikasi video conference yang teridentifikasi. Analisis Model Kano menggunakan pendekatan kuantitatif dan kualitatif untuk menghasilkan prioritas kepentingan setiap atribut rancangan berdasarkan preferensi konsumen serta dampak tiap atribut terhadap kepuasan konsumen. Berdasarkan hasil penelitian, terdapat 19 atribut attractive, 1 atribut must-be, 15 atribut one-dimensional, dan 9 atribut indifferent. Selain itu, didapatkan pula usulan atribut rancangan terbaik dimana 37 atribut mengacu pada rancangan aplikasi Zoom, 6 atribut mengacu pada rancangan aplikasi Google Meet, dan 3 atribut mengacu pada rancangan aplikasi Skype. Penelitian ini berkontribusi untuk menjadi referensi bagi para penyedia aplikasi video conference untuk mengembangkan produknya dan bagi pihak yang ingin mengembangkan aplikasi video conference yang dapat memuaskan konsumen. Penelitian ini juga berdampak sebagai acuan dalam mengevaluasi kepuasan konsumen terhadap aplikasi video conference di Indonesia.
Customer Preferences and Satisfaction Analysis of Video Conference Application for Productive Activities Using Kano Model Yansen Theopilus; Michael Purwoko
Jurnal Rekayasa Sistem & Industri Vol 8 No 02 (2021): Jurnal Rekayasa Sistem & Industri
Publisher : School of Industrial and System Engineering, Telkom University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25124/jrsi.v8i02.460

Abstract

The rapid development of communication technology and the increasing need for long-distancecommunication in the Covid-19 pandemic era have made video conferencing applications play a vital rolein human productive activities, such as working, studying, doing hobbies, and more. The increasing needhas spurred video conferencing application providers to increase customer satisfaction so that it remainsthe first choice for the customers. To win the competition in this sector, video conferencing applicationproviders should understand and provide the application design that provides maximum satisfaction to thecustomers. Therefore, this study aims to analyze customer preferences and satisfaction with the designattributes of the video conference applications which refers to the three most popular video conferencingapplications in Indonesia: Zoom, Google Meet, and Skype. This study used the Kano Model to identifycustomer preference and satisfaction with the 46 identified design attributes of the video conferencingapplication. The Kano Model analysis used quantitative and qualitative approaches to produce the priorityof importance for each design attribute based on customer preferences and the impact of each attribute oncustomer satisfaction. Based on the Kano Model resulted, there are 19 attractive attributes, 1 must-beattribute, 15 one-dimensional attributes, and 9 indifferent attributes. We also obtained the best proposed design attributes where 37 attributes refer to the Zoom application, 6 attributes refer to the Google Meetapplication, and 3 attributes refer to the Skype application. This study contributes to helping videoconferencing application providers to develop their products better as well as being a reference for thosewho want to develop new video conferencing applications that can satisfy customers well. This study alsohas an impact as a reference in evaluating consumer satisfaction on video conferencing applications inIndonesia.
Co-Authors Theopilus, Yansen