INTEGRASI SERVQUAL, KANO, DAN KANSEI ENGINEERING UNTUK MENINGKATKAN KUALITAS LAYANAN DI SUBCO SPAZIO WORKING SPACE SURABAYA
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Abstract
Abstrak -Untuk meningkatkan kualitas layanan, perlu dilakukan metode integrasi pengukuran kualitas yaitu Servqual, Kano Model, dan Kansei Engineering. Berdasarkan hasil survei terhadap 47 responden, pelanggan dibagi menjadi 2 kelompok pelanggan yaitu kelompok pelanggan harian dan kelompok pelanggan bulanan. Hasil integrasi yang dilakukan terhadap kelompok pelanggan harian terdapat 4 atribut layanan yang memiliki nilai kepuasan negatif yang rendah dan memiliki nilai kepentingan yang tinggi, berkategori one–dimensional dan memiliki hubungan signifikan dengan Kansei Words tertentu yaitu pada atribut layanan ketercukupan tempat duduk, kesesuaian harga dengan fasilitas, kesesuaian harga dengan waktu akses, dan kemudahan pelanggan menyampaikan komplain. Sedangkan untuk kelompok pelanggan bulanan terdapat 4 atribut layanan yaitu pada atribut ketercukupan tempat duduk, keberadaan receptionist di tempatnya saat dibutuhkan, kesesuaian harga dengan fasilitas, dan kesesuaian harga dengan waktu akses. Solusi perbaikan yang dapat dilakukan untuk dapat meningkatkan kepuasan pelanggan Subco Spazio adalah: penambahan jumlah tempat kerja yang nyaman, dan membuat wilayah kerja baru. Perbaikan tersebut diprioritaskan untuk pelanggan harian.
Kata Kunci: Servqual, Kano, Kansei Engineering, Kepuasan Pelanggan, Ruang Perintis.
Abstract –Servqual, Kano model, and Kansei Engineering integration is needed to improve service quality. Based on survey results of 47 respondents, customers are divided into 2 groups of customers, such as daily customer groups and monthly customer groups. Daily customer group itself, there are 4 service attribute which has low negative satisfaction and has high importance, one-dimensional category and has significant relation with certain Kansei Words such as seats adequacy, conformity between price and facility, conformity between price and access time, and ease of customer to complaint. For monthly customer group, there are 4 service attributes such as adequacy of the seat, the presence of receptionist, conformity between price and facility, and conformity between price and access time. Solutions that can be applied to increase Subco Spazio customer satisfaction are: add some comfortable workplaces, and creating new work areas. Those solutions are made for daily customers.
Keywords: Servqual, Kano, Kansei Engineering, Customer Satisfaction, Working Space
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