Penggunaan Metode Important Performance Analysis dan Model Kano pada Penumpang Kereta Rel Listrik di Stasiun Bekasi

Abstract

The purpose of this research is to maximize efforts in the innovation of Commuter Line services at Bekasi Station and know the service indicators that get the top priority to improve. The Importance Performance Analysis technique which is integrated with the Kano model is carried out because the increase in performance is always proportional to the increase in customer satisfaction, so a research was conducted at Bekasi station by integrating IPA and Kano models.Based on the result of the analysis of IPA integrated and Kano model there are four elements that need to be prioritized handelrs, namely Bekasi Station officers can be reliable and reliable, Bekasi Station officers have competence and trust, Bekasi Station officers have good information, data and years in answering passenger questions, Bekasi Station provides good physical facilities. The whole element is in quadran I whose handler needs to prioritize its existence because it is this element that is considered very important by service users, but is performance is still not statisfactory and belongs to the category of the one dimensional, where for this need. Customer satisfaction has linear fungction with the performance of the product element.