ANALISA KUALITAS PRODUK DAN KUALITAS LAYANAN PADA PELANGGAN SEMEN PADANG MENGGUNAKAN MODEL KANO BERDASARKAN DIMENSI SERVQUAL
Abstract
Many types of products Semen Padang emerging and evolving. Retail stores as the seller of the product Semen Padang have to maintain and develop the factors that affect customer satisfaction so that the product can exist, sustainable. This study aims to determine the gap between customer expectations and perceptions of the dimensions of quality improvement priorities and to determine the quality of service and products based on Kano Model. The instrument used was a questionnaire using a Likert scale, which consists of perceptions and expectations of customers and grouped into five dimensions (tangible, reliability, responsiveness, assurance, and empathy). Then functional and dysfunctional questionnaires were grouped into Kano attribute must-be, one-dimensional, attractive, indifferent, questionable results, and reverse. The result show that, the average satisfaction level was 2.97, while the average interest rate was 3.63, and the average rate gap -0.75. Priorities of improvement were taken from two biggest gaps from must be and one dimensionalcategory. The result shows that two biggest gaps were groups into must be category, that were. Retardant products, weather/moisture resistant, warranty/quality assurance, ISO standards, delivery fitting number, delivery effective, affordable prices, fast processing times, and provide better service.
Key words : Kano model, SERVQUAL Dimensions, Customer Satisfaction
References
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