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I Ketut Satriawan
Universitas Udayana
Agriculture, Biological Sciences & Forestry

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STRATEGI PENINGKATAN KUALITAS ROTI TAWAR DI PT INDOROTI PRIMA CEMERLANG CABANG BALI Greace Tesalonika Sianturi; I Ketut Satriawan; Dewa Ayu Anom Yuariani
JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI Vol 11 No 1 (2023): Maret
Publisher : Department of Agroindustrial Technology, Faculty of Agricultural Technology, Udayana University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24843/JRMA.2023.v11.i01.p15

Abstract

Bread is one of the most popular foods. Bread consists of two types, namely white bread and sweet bread. PT Indoroti Prima Cemerlang Bali Branch is a company engaged in the bakery industry. Thicker white bread is one of the products of PT Indoroti Prima Cemerlang Bali Branch which is the focus of increasing sales. Therefore, this study aims to determine the attributes of thicker white bread that can satisfy consumer needs and provide solutions for improvement. Sampling was done by purposive sampling method and data collection was done by distributing questionnaires directly to respondents and observation. The analysis was carried out using the quality function deployment (QFD) method. The results obtained in this study are that there are 8 attributes that are considered very important by consumers, namely expiration, food safety, texture, price, taste, standard shape, color and aroma with the highest satisfaction value of the expiration date attribute (5.00) and the lowest texture attribute (4.29). The strategy to improve product quality is to prioritize improvements to the attributes of texture, taste, standard shape, color, and aroma. The priority for improving technical parameters is combustion, preparation of raw materials and second mixing.
Penerapan Metode Kano Untuk Meningkatkan Kualitas Produk Dan Layanan Di Rumah Makan Baksoka Alexander Sitanggang; Anak Agung Putu Agung Suryawan Wiranatha; I Ketut Satriawan
JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI Vol 11 No 4 (2023): Desember
Publisher : Department of Agroindustrial Technology, Faculty of Agricultural Technology, Udayana University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24843/JRMA.2023.v11.i04.p03

Abstract

Improving the quality of products and services is a major factor in increasing customer satisfaction. To be able to survive in competition with other restaurants, the Baksoka restaurant needs to improve the quality of its products and services. The purpose of this study is to apply the attributes of the Kano method which can affect the quality of the products and services provided by the Baksoka restaurant. This research was conducted by distributing 93 questionnaires to the customers of Baksoka restaurant. This research involved 13 attributes of product quality and 17 attributes of service quality. Data in this study was analyzed by using the Kano method, in which the attributes of product quality and service quality were calculated using the IBT and IWT formulas. For the product quality, the attribute of durability and high quality packaging got a value close to 1 (better), and the attribute of timely in completing the product got a value close to -1 (worse). For the service quality, the attribute of waiter is able to answer customer questions about available products got a value close to 1 (better), and the attribute of presentation and fast service got a value close to -1. Keywords : restaurant, product quality, service quality, customer satisfaction, Kano. Peningkatan kualitas produk dan layanan merupakan faktor utama dalam meningkatkan kepuasan pelanggan. Untuk dapat bertahan dalam persaingan dengan rumah makan lain, pihak rumah makan Baksoka perlu melakukan peningkatan kualitas produk dan layanan. Tujuan dari penelitian ini adalah menenerapkan atribut-atribut metode kano yang dapat mempengaruhi kualitas produk dan pelayanan yang diberikan oleh rumah makan Baksoka. Penelitian ini dilakukan dengan menyebarkan 93 kuesioner kepada konsumen rumah makan Baksoka. Penelitian ini menggunakan 13 atribut kualitas produk dan 17 atribut kualitas layanan. Data pada penelitian ini diolah menggunakan metode kano, dimana analisis atribut kualitas produk dan kualitas pelayanan menggunakan rumus IBT dan IWT. Hasil penelitian menunjukan bahwa untuk kualitas produk, dimana atribut daya tahan kemasan berkualitas tinggi mendapat nilai yang mendekati angka 1 (baik), dan atribut tepat waktu dalam menyelesaikan produk mendapat nilai yang mendekati angka -1 (jelek). Untuk kualitas pelayanan, atribut pelayan mampu menjawab pertanyaan pelanggan mengenai produk yang tersedia mendapat nilai yang mendekati nilai 1 (baik), dan atribut penyajian dan pelayanan yang cepat mendapat nilai yang mendekati angka -1 (jelek). Kata kunci : rumah makan, kualitas produk, kualitas layanan, kepuasan konsumen, Kano.
Co-Authors Alexander Sitanggang Anak Agung Putu Agung Suryawan Wiranatha Dewa Ayu Anom Yuariani Greace Tesalonika Sianturi