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

Benedictus Rahardjo, Yosafat Cahaya Putra Limantara, Tania Nano Cahyono, Robert Yunior Anthoni

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


Full Text:

PDF

References


D. C. Montgomery, Introduction to Statistical Quality Control. USA: John Wiley & Sons, Inc., 2009.

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.

P. Middleton and J. Sutton, Lean Software Strategies. New York: Productivity Press, 2005.

Y. G. Ji and S. Choi, Advances in Affective and Pleasurable Design. USA: Advances in Human Factors and Ergonomics Conference, 2014.

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.

G. K. Bhattacharya and R. A. Johnson, Statistical Concepts and Methods. Canada: John Wiley & Sons, Inc., 1977.




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

Refbacks

  • There are currently no refbacks.


This Journal is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Jurnal Media Teknik dan Sistem Industri ISSN: 2581-0561 (online); 2581-0529 (cetak).

Gedung Fakultas Teknik UNSUR Jl. Pasir Gede Raya, Cianjur, Jawa Barat 43216| Telp./Fax. (0263) 283578 |E-mail: jmtsi@unsur.ac.id 

JMTSI (Jurnal Media Teknik dan Sistem Industri) INDEXED BY :