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

Pattimura Proceeding: Conference of Science and Technology Pub Date : 2023-05-15 DOI:10.30598/pattimurasci.2023.iconbe2.56-70

Satya Adrianina Kusumastuti, T. Kusmantini, Sabihaini Sabihaini

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Abstract

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

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基于KANO模型和质量屋(HoQ)的服务质量设计分析

介绍/主要目标:确定玛塔哈里百货公司提供的优质服务，以及哪些属性可以让顾客满意。背景问题:优质的服务是一个零售店与另一个零售店的区别所在。消费者会将收到的服务与期望的服务进行比较。服务的质量好坏取决于消费者对整个服务过程的感知，而不是服务提供者感知的基础。新颖性:将卡诺模型与质量之家相结合用于零售业服务质量研究的研究有限。研究方法:以PT Matahari百货公司为研究对象，以顾客为研究对象，采用Kano模型与质量屋(House of Quality, HoQ)相结合的方法。服务质量属性取自Servqual。通过观察、访谈和问卷调查收集数据。发现/结果:(1)通过使用Servqual方法和Kano模型与质量之家的集成来识别和优先考虑能够满足客户需求的服务属性，为PT. Matahari百货公司提供有关提高服务质量的策略的输入;(2)提供可以开发以提高客户满意度的属性的输入。结论:(1)利用servqual对服务质量属性进行识别，得到1个差值为0的属性，16个差值为负值的属性;(2)servqual与Kano模型分类的结合结果，得到12个能提高客户服务质量的O类(一维)属性和5个M类(必须是)属性;(3)从质量之家所包含的Servqual与Kano模型的整合结果来看，有6个技术响应在平均6%以上，可以用来满足顾客对服务质量的期望，从而使顾客满意

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Pattimura Proceeding: Conference of Science and Technology

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