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p-Index From 2020 - 2025
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All Journal MBR (Management and Business Review)
Muthiah, Imroatul
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Economics, Econometrics & Finance Social Sciences

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How to increase customer satisfaction of Mujair Fish Crackers with the IPA-KANO method Muthiah, Imroatul; Ambarwati, Rita
MBR (Management and Business Review) Vol 7 No 2 (2023): Desember
Publisher : Fakultas Ekonomika dan Bisnis, Universitas Kanjuruhan Malang, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21067/mbr.v7i2.9034

Abstract

This study aims to analyze consumer satisfaction with the IPA-KANO method. This research uses quantitative research where data collection techniques using questionnaire. The respondents used in this study were 100 consumers of processed mujair fish cracker products CV. SARIRAM. The data analysis technique used in this research is the Importance Performance Analysis (IPA) method and Kano is then converted using SPSS. The results of the integration of Importance Performance Analysis (IPA) and the Kano model show that there are 12 attributes that fall into the category to be maintained and the remaining 8 attributes that need attention to improve their performance to increase customer satisfaction.
Co-Authors Rita Ambarwati Sukmono