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All Journal JMM (Jurnal Masyarakat Mandiri) Industrika : Jurnal Ilmiah Teknik Industri
Claodio, Antoni
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Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Engineering Industrial & Manufacturing Engineering Other

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Evaluasi Tingkat Kepuasan Pelanggan Terhadap Pelayanan Cafe A Day Hoper Menggunakan Metode Kano Claodio, Antoni; Fitriani, Risma; Momon, Ade
Industrika : Jurnal Ilmiah Teknik Industri Vol. 10 No. 1 (2026): Industrika: Jurnal Ilmiah Teknik Industri
Publisher : Fakultas Teknik Universitas Tulang Bawang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37090/t0tcfv36

Abstract

The increasingly competitive culinary industry requires businesses to continuously improve service quality to ensure customer satisfaction and loyalty. Cafe A Day Hoper, located in Karawang, West Java, needs to identify which service attributes are most important to customers. This study aims to quantitatively evaluate customer satisfaction using the Kano model. A descriptive quantitative method was applied through a structured questionnaire distributed to 51 respondents. The data were analyzed using Kano’s evaluation matrix to classify service attributes into five categories: Must-be (M), One-dimensional (O), Attractive (A), Indifferent (I), and Reverse (R). The results showed that 14 out of 20 attributes (70%) were categorized as Must-be, indicating basic service expectations that must be fulfilled. Meanwhile, 3 attributes (15%) were categorized as One-dimensional, 1 attribute (5%) as Attractive, and 2 attributes (10%) as Indifferent. No attributes fell into the Reverse category. These findings indicate that most customer satisfaction at Cafe A Day Hoper depends on the fulfillment of essential service elements, while certain attributes have the potential to significantly enhance satisfaction if improved. Therefore, the cafe is advised to prioritize improving Must-be and One-dimensional attributes while developing Attractive features as competitive differentiators. Keywords: Attribute Classification, Customer Satisfaction, Kano Method, Service
PENINGKATAN PRODUKTIVITAS DAN DAYA SAING PETERNAK BEBEK PETELUR MELALUI PENERAPAN TEKNOLOGI PENCACAH TANAMAN, PEMBERSIH TELUR DAN DIGITAL MARKETING Nugraha, Asep Erik; Santoso, Deri Teguh; Suhono, Suhono; Sari, Rianita Puspa; Andrian, Yupi; Wahid, Taufik Nur; Darmawan, Bagas Achmad; Febriyani, Putri; Claodio, Antoni; Rahman, Aulia
JMM (Jurnal Masyarakat Mandiri) Vol 9, No 1 (2025): Februari
Publisher : Universitas Muhammadiyah Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31764/jmm.v9i1.28763

Abstract

Abstrak: UMKM Bebek Fitria memiliki penambahan ternak menyebabkan masalah kebutuhan pakan ternak yang besar serta kecepatan dalam proses pembersihan telur bebek. Area pemasaran masih sekitar kecamatan sehingga diperlukan ekspansi pasar. Tujuan dari kegiatan ini untuk meningkatkan produktivitas serta memperluas jangkauan pasar melalui penerapan inovasi teknologi mesin pencacah tanaman dan pembersih telur, serta Digital Marketing bagi mitra. Metode pelaksanaan dalam kegiatan ini yaitu melalui sosialisasi, pelatihan, penerapan teknologi dan evaluasi. Hasil PKM menunjukkan dari 5 pekerja mitra termasuk pemilik, berdasarkan hasil angket kuesioner pre-test dan post-test adanya peningkatan pengetahuan dan keterampilan mitra dalam menerapkan Digital Marketing sebesar 80%, fintech 50%, penggunaan mesin pembersih telur dan pencacah tanaman sebesar 75%. Selain itu, pkm ini berhasil meningkatkan kapasitas produksi dengan mesin pembersih telur yang sebelumnya diperlukan waktu 6 jam untuk membersihkan telur 200 butir menjadi 1440 butir, Adanya pencacah tanaman untuk pakan ternak mampu mengurangi biaya pakan sebesar Rp500.000,- per bulan serta potensi dampak keuntungan akibat adanya Digital Marketing akan meningkatkan keuntungan sebesar 6,94% dari proyeksi keuntungan perluasan pasar.Abstract: The Fitria Duck MSME has an increase in livestock, causing the problem of large animal feed needs and speed in the process of cleaning duck eggs. The marketing area is still around the sub-district so market expansion is needed. The purpose of this activity is to increase productivity and expand market reach through the application of technological innovations in plant choppers and egg cleaners, as well as Digital Marketing for partners. The implementation method in this activity is through socialization, training, application of technology and evaluation. The results of PKM show that from 5 partner workers including owners by questionnaire pre-test and post-test, there is an increase in partner knowledge and skills in implementing Digital Marketing by 80%, fintech by 50%, and the impact of using egg cleaning machines and plant chopping machines by 75%. In addition, this pkm has succeeded in increasing production capacity with an egg cleaning machine which previously took 6 hours to clean 200 eggs to 1440 eggs. The existence of a crop enumerator for animal feed is able to reduce feed costs by Rp500.000 per month and the potential profit impact due to Digital Marketing will increase profits by 6.94% from the projected profit of market expansion.
Co-Authors Andrian, Yupi Aulia Rahman Darmawan, Bagas Achmad Deri Teguh Santoso Febriyani, Putri Fitriani, Risma Momon, Ade Nugraha, Asep Erik Rianita Puspa Sari Suhono Suhono, Suhono Wahid, Taufik Nur