Dania, Selviana Rohmatus (2025) ANALISA KEPUASAN PELANGGAN UD. USAHA KITA DENGAN METODE SERVICE QUALITY DAN MODEL KANO. Undergraduate thesis, Universitas Pembangunan Nasional "Veteran" Jawa Timur.
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Abstract
UD. Usaha Kita is an individually owned company that has been running from 2002 until now. This business produces porcelain cleaners made from HCL or what is usually called hydrochloric acid and a mixture of other ingredients. Complaints about purchasing services for porcelain cleaning products produced by UD. Our business is the fundamental background for identifying product attributes so that we can know which attributes need to be prioritized in making improvements. As many as 30% of customers answered that they were dissatisfied with the porcelain cleaning service at UD. Usaha Kita and 70% of other customers answered that they were satisfied with purchasing porcelain cleaners from UD. Our Business. From the problem above, to solve it, the researcher used the Servqual (Service Quality) Method and the Kano Model. Based on data processing, the service attributes that are included in the priority category of service improvement and improvement include T1 with a gap of -2.85 and the Kano Must-Be Model grade, T2 with a gap of -3.00 and the Kano Must-Be Model grade, R3 with a gap of -3.03 and Kano Must-Be Model grade, R4 with a gap of -2.58 and Atrractive Kano Model grade, K1 with a gap of -2.91 an Kano Must-Be Model grade, and A1 with a gap -2.75 and Must-Be Canoe Model grade. Thus, this needs to be done so that the company is able to meet consumer expectations for the products produced. Keywords: Customer Satisfaction, Kano Model, and Service Quality
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HD Industries. Land use. Labor > HD9980 Service Industries |
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| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Selviana Rohmatus Dania | ||||||||
| Date Deposited: | 23 Jan 2025 05:49 | ||||||||
| Last Modified: | 23 Jan 2025 05:49 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/34333 |
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