INTEGRASI METODE IPA DAN KANO MODEL DALAM MENGANALISIS KUALITAS LAYANAN TOKO ROTI DI UNIT SUNTER
(1) Universitas Bunda Mulia
(2) Universitas Bunda Mulia
(3) Sampoerna University
(*) Corresponding Author
Sari
Perusahan XYZ yang bergerak di bidang makanan khususnya roti, ingin terus mempertahankan kualitas produk dan pelayanan yang baik untuk memenuhi kepuasan konsumen dengan memberikan perbaikan berkelanjutan. Dalam upaya perbaikan berkelanjutan, perusahaan harus mengetahui faktor yang menjadi perhatian utama bagi para konsumen dengan melakukan observasi terhadap pelayanan yang diberikan perusahaan. Penelitian ini dilakukan dengan menggunakan metode Importance Performance Analysis (IPA) dan Kano Model, kemudian kedua metode tersebut diintegrasikan untuk mengetahui urutan perbaikan setiap atribut yang harus diprioritaskan oleh perusahaan. Penelitian ini menunjukkan bahwa terdapat 4 atribut yang perlu diperbaiki berdasarkan metode IPA karena berada pada kuadran pertama, 11 atribut berada dalam kategori one-dimensional dan 6 atribut berada dalam kategori must-be berdasarkan metode Kano Model, dan 8 atribut yang perlu dilakukan perbaikan berdasarkan dengan integrasi metode IPA dan Kano Model.
Kata Kunci: IPA, Kano Model, integrasi IPA dan Kano Model
Teks Lengkap:
PDF 1-14Referensi
Andiyan, A., Putra, R. M., Rembulan, G. D., & Tannady, H. (2021). Construction Project Evaluation Using CPM-crashing, CPM-PERT and CCPM for Minimize Project Delays. Journal of Physics: Conference Series, 1933(1), 012096. https://doi.org/10.1088/1742-6596/1933/1/012096
Andry, J. F., Tannady, H., & Nurprihatin, F. (2020). Eliciting Requirements of Order Fulfilment in A Company. IOP Conference Series: Materials Science and Engineering, 771(1). https://doi.org/10.1088/1757-899X/771/1/012023
Christian, M., Dewi, D., Rembulan, G. D., Indriyarti, E. R., Wibowo, S., & Yuniarto, Y. (2021). Business Performance Determinants of Salted Fish Distribution in Kapuk During the COVID-19. Journal of Distribution Science, 19(6), 29–39. https://doi.org/10.15722/jds.19.6.202106.29
Christian, M., Japri, E. P., Rembulan, G. D., & Yulita, H. (2022). Identification of Needs for Increasing the Selling Value of Salted Fish in Kali Baru. Jurnal Pengabdian Dan Kewirausahaan, 6(1), 10–16. http://journal.ubm.ac.id/
Databoks. (2018). Industri Makanan dan Minuman Tumbuh di Atas PDB Nasional. https://databoks.katadata.co.id/datapublish/2018/01/30/industri-makanan-dan-minum-tumbuh-di-atas-pdb-nasional
Dewi, S. K. (2019). Identifikasi Atribut Kepuasan Pelanggan dengan Model KANO. Prosiding Seminar Nasional IENACO, 423–429.
Gunawan, F. E., Wilujeng, F. R., Rembulan, G. D., & Tannady, H. (2020). Service Quality Analysis of SMEs Tempe in Province of Jakarta, Indonesia. Technology Reports of Kansai University, 62(7), 3827–3833.
Kementerian Perindustrian Republik Indonesia. (2021). Pasok Kebutuhan Pangan Selama Pandemi, Kontribusi Industri Mamin Meroket. https://kemenperin.go.id/artikel/22682/Pasok-Kebutuhan-Pangan-Selama-Pandemi,-Kontribusi-Industri-Mamin-Meroket%20%20%20
Lubis, A. S., & Andayani, N. R. (2017). Pengaruh Kualitas Pelayanan (Service Quality) terhadap Kepuasan Pelanggan PT. Sucofindo Batam. Journal of Business Administration, 1(2), 232–243. https://doi.org/10.30871/jaba.v1i2.619
Montororing, Y. D. R., & Nurprihatin, F. (2021). Improving Vehicle Routing Decision for Subsidized Rice Distribution Using Linear Programming Considering Stochastic Travel Times. Journal of Physics: Conference Series, 1811(1). https://doi.org/10.1088/1742-6596/1811/1/012007
Nindiani, A., Hamsal, M., & Purba, H. H. (2018). Product and Service Quality Analysis: An Empirical Study of Customer Satisfaction in a Bakery. Binus Business Review, 9(2), 95–103. https://doi.org/10.21512/bbr.v9i2.4257
Nurprihatin, F., Andry, J. F., & Tannady, H. (2021). Setting the Natural Gas Selling Price Through Pipeline Network Optimization and Project Feasibility Study. Journal of Physics: Conference Series, 1811(1). https://doi.org/10.1088/1742-6596/1811/1/012008
Nurprihatin, F., Angely, M., & Tannady, H. (2019). Total Productive Maintenance Policy to Increase Effectiveness and Maintenance Performance Using Overall Equipment Effectiveness. Journal of Applied Research on Industrial Engineering, 6(3), 184–199. https://doi.org/10.22105/jarie.2019.199037.1104
Nurprihatin, F., Elnathan, R., Rumawan, R. E., & Regina, T. (2019). A Distribution Strategy Using a Two-step Optimization to Maximize Blood Services Considering Stochastic Travel Times. IOP Conference Series: Materials Science and Engineering, 650(1). https://doi.org/10.1088/1757-899X/650/1/012043
Nurprihatin, F., Elvina, Rembulan, G. D., Christianto, K., & Hartono, H. (2021). Decision Support System for Truck Scheduling in Logistic Network Through Cross-docking Strategy. Journal of Physics: Conference Series, 1811(1). https://doi.org/10.1088/1742-6596/1811/1/012009
Nurprihatin, F., Gotami, M., & Rembulan, G. D. (2021). Improving the Performance of Planning and Controlling Raw Material Inventory in Food Industry. International Journal of Research in Industrial Engineering, 10(4), 332–345. https://doi.org/10.22105/riej.2021.306872.1250
Nurprihatin, F., Jayadi, E. L., & Tannady, H. (2020). Comparing Heuristic Methods’ Performance for Pure Flow Shop Scheduling Under Certain and Uncertain Demand. Management and Production Engineering Review, 11(2), 50–61. https://doi.org/10.24425/mper.2020.133728
Nurprihatin, F., & Lestari, A. (2020). Waste Collection Vehicle Routing Problem Model with Multiple Trips, Time Windows, Split Delivery, Heterogeneous Fleet and Intermediate Facility. Engineering Journal, 24(5). https://doi.org/10.4186/ej.2020.24.5.55
Nurprihatin, F., Octa, A., Regina, T., Wijaya, T., Luin, J., & Tannady, H. (2019). The Extension Analysis of Natural Gas Network Location-routing Design Through the Feasibility Study. Journal of Applied Research on Industrial Engineering, 6(2), 108–124. https://doi.org/10.22105/jarie.2019.174164.1082
Nurprihatin, F., Regina, T., & Rembulan, G. D. (2021). Optimizing Rice Distribution Routes in Indonesia Using a Two-step Linear Programming Considering Logistics Costs. Journal of Physics: Conference Series, 1811(1). https://doi.org/10.1088/1742-6596/1811/1/012010
Nurprihatin, F., & Tannady, H. (2018). An Integrated Transportation Models and Savings Algorithm to Minimize Distribution Costs. Proceeding of the 1st Asia Pacific Conference on Research in Industrial and Systems Engineering, 216–221.
Regent Montororing, Y. D., & Nurprihatin, F. (2021). Model of Quality Control Station Allocation with Consider Work in Process, and Defect Probability of Final Product. Journal of Physics: Conference Series, 1811(1). https://doi.org/10.1088/1742-6596/1811/1/012013
Simanjuntak, P., & Purba, T. (2020). Pengaruh Kualitas Produk, Kualitas Pelayanan dan Promosi terhadap Kepuasan Konsumen Holland Bakery di Kota Batam. Journal of Management, Accounting, Economic and Business, 1(2), 315–329. http://trianglesains.makarioz.org
Tannady, H., Andry, J. F., & Nurprihatin, F. (2020). Determinants Factors Toward the Performance of the Employee in the Crude Palm Oil Industry in West Sumatera, Indonesia. IOP Conference Series: Materials Science and Engineering, 1–5. https://doi.org/10.1088/1757-899X/771/1/012066
Tannady, H., Erlyana, Y., & Nurprihatin, F. (2019). Effects of Work Environment and Self-efficacy Toward Motivation of Workers in Creative Sector in Province of Jakarta, Indonesia. Quality - Access to Success, 20(172), 165–168.
Tannady, H., Gunawan, E., Nurprihatin, F., & Wilujeng, F. R. (2019). Process Improvement to Reduce Waste in the Biggest Instant Noodle Manufacturing Company. Journal of Applied Engineering Science, 17(2), 203–212. https://doi.org/10.5937/jaes17-18951
Tannady, H., Nurprihatin, F., & Hartono, H. (2018). Service Quality Analysis of Two of the Largest Retail Chains with Minimart Concept in Indonesia. Business: Theory and Practice, 19, 177–185. https://doi.org/10.3846/BTP.2018.18
Widiana, I. W. (2016). Pengembangan Asesmen Proyek dalam Pembelajaran IPA di Sekolah Dasar. Jurnal Pendidikan Indonesia, 5(2), 147–157. https://doi.org/10.23887/jpi-undiksha.v5i2.8154
Winarno, H., & Absor, T. (2018). Analisis Kualitas Pelayanan dengan Metode Service Quality (Servqual) dan Importance Performance Analysis (IPA) pada PT. Media Purna Engineering. Jurnal Manajemen Industri Dan Logistik, 1(2), 146–160. https://doi.org/10.30988/jmil.v1i2.15
DOI: http://dx.doi.org/10.31602/jieom.v5i1.6544
Refbacks
- Saat ini tidak ada refbacks.
This work is licensed under a Creative Commons Attribution 4.0 International License.