ANALYSIS OF SERVICE QUALITY DESIGN WITH INTEGRATION OF KANO MODEL AND HOUSE OF QUALITY (HoQ)

• DOI: 10.30598/pattimurasci.2023.iconbe2.56-70
• Publication Date: 2023-06-12T01:30:10Z
• Authors: Satya Adrianina K...; Titik Kusmantini; Sabihaini Sabihaini
• Keywords: SERVQUAL; Kano model; Customer Service Assurance; Service level objective

Introduction/Main objectives: Determine the superior service quality provided by Matahari Department Store and what attributes can satisfy customers. Background problems: Quality is something that distinguish one retail store from another. Consumers will compare received with expected. The of this then look good or not consumer's perception entire process received, basis provider. Novelty: Research about using integration Kano Model House in industry limited. methods: It used (HoQ) PT as object customer informants. Service are taken Servqual. Data gathered observation, interview, questionnaire. Finding/Results: (1) provide input to PT. regarding strategies improve quality, identifying prioritizing meet needs Servqual method Quality, (2) on be developed satisfaction. Conclusion: identification servqual, 1 attribute a gap score 0 obtained 16 have negative score, combined results classification, 12 category O (One Dimensional) which customers 5 M (Must Be), (3) included there 6 technical responses above an average 6% expectations for so they satisfying