Pengukuran Tingkat Kepentingan Pelanggan Food Court Galaxy Mall Surabaya dengan Metode Kano Model

Authors

  • Benedictus Rahardjo Universitas Kristen Petra
  • Yosafat Cahaya Putra Limantara Universitas Kristen Petra
  • Tania Nano Cahyono Universitas Kristen Petra
  • Robert Yunior Anthoni Universitas Kristen Petra

DOI:

https://doi.org/10.35194/jmtsi.v2i1.271

Abstract

Abstract— The research conducted focuses on the services provided by Galaxy Mall Surabaya regarding the food court. Food court is a place for customers to buy food in addition to the existing food stores, so the food court has an important role in the economy of a mall. The study was conducted to find out what things are considered important and must be in a food court, especially in Galaxy Mall Surabaya. This is gained through functional and dysfunctional questions. The study was conducted by distributing an online questionnaire. Questionnaires are distributed to 100 respondents from various backgrounds and know the food court of Galaxy Mall or have used the facility. The results obtained show that the factors asked have been applied by the Galaxy Mall well. The results of data recaps performed show that functional and dysfunctional questions on Kano Model produce indifferent result. These results are obtained in all functional and dysfunctional questions. Therefore, Galaxy Mall is able to apply the services that are important only in the management of his food court.

Keywords: Importance Measurement; Service Quality; Kano Model; Indifferent

References

[1] D. C. Montgomery, Introduction to Statistical Quality Control. USA: John Wiley & Sons, Inc., 2009.
[2] H. H. Hinterhuber, K. Matzler, F. Bailom, and E. Sauerwein, “The Kano model: How to delight your customers” in International Working Seminar on Production Economics, 1996, p. 313-327.
[3] P. Middleton and J. Sutton, Lean Software Strategies. New York: Productivity Press, 2005.
[4] Y. G. Ji and S. Choi, Advances in Affective and Pleasurable Design. USA: Advances in Human Factors and Ergonomics Conference, 2014.
[5] T. A. Pawitra, R. Meitha, and E. Irawati, “Pengukuran tingkat kepuasan pelanggan dengan memperhatikan aspek Kano model: Studi kasus di distributor PT. Unilever Surabaya” in Proceeding Seminar Nasional: Teknik Industri & Manajemen Produksi, 2001.
[6] G. K. Bhattacharya and R. A. Johnson, Statistical Concepts and Methods. Canada: John Wiley & Sons, Inc., 1977.

Downloads

Published

2018-05-11

Issue

Vol. 2 No. 1 (2018)

Section

Articles