Analysis of Service Quality with The Canoe Method Approach

Refrian Hadinata, Ikhsan Budi Riharjo


Abstract-Focus on customer satisfaction is one powerful way to service business such as CV.X car repair shop. This is because customers definitely feel the direct quality of service when it comes to service business. In Kano Method there are 3 requirements to satisfy the customer is must be requirements ie if these requirements are not met, then the customer is not satisfied. Second, One dimensional requirements is a requirement demanded by customers with explicit. Third, Attractive requirements that if this requirement is met then the customer is satisfied, but if not met, the customer is not disappointed. The advantages of Kano Methods include helping to categorize customer needs such as basic, performance, and excitement. For the result categories on each attribute, among others, must-be as many as 9 attributes are attributes R2, R5, Re1, Re3, A3, E1, E2, E3, E4, one dimensional 7 attributes are attributes T3, R3, R4, R6 , Re4 A4, and E5, attractive 6 attributes are attributes T1, T2, T4, R1, Re2, A2 and Indefferent as much as 1 attribute that is A1. So from the calculation of extent of satisfaction can be concluded that the customer is still "Quite Satisfied" with service workshop. This is because the calculation results obtained about the average coefficient of satisfaction is at a value of 0.58 which means classified satisfaction level "quite satisfied" (0,51 - 0,65). But there is a value of 0.3 which means not satisfied that the attribute of mechanic skills and this needs to be repaired because it belongs to Must Be.

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