Studi Komparasi dengan dan Tanpa Proses Fuzzification pada Metode Servqual dan Kansei dalam Upaya Peningkatkan Kualitas Layanan Industri Hiburan (Studi Kasus: Jatim Park 3, Batu, Jawa Timur)

  • Nurrahman Setyobudi Jurusan Teknik Industri, Fakultas Teknik, Universitas Surabaya Raya Kalirungkut, Surabaya 60293, Indonesia
  • Markus Hartono Jurusan Teknik Industri, Fakultas Teknik, Universitas Surabaya Raya Kalirungkut, Surabaya 60293, Indonesia
  • Yenny Sari Jurusan Teknik Industri, Fakultas Teknik, Universitas Surabaya Raya Kalirungkut, Surabaya 60293, Indonesia
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Keywords: theme park, servqual, kano, kansei engineering, fuzzification

Abstract

Abstrak - Kompleksnya kebutuhan era sekarang menjadikan para pelaku industri harus bersaing lebih kompetitif agar dapat sustain dalam persaingan yang ketat. Dengan melakukan identifikasi atribut layanan melalui metode SERVQUAL, maka dapat diketahui apa yang menjadi kelebihan dan kekurangan perusahaan. Selanjutnya, Kano model memberikan kategori bagi tiap atribut layanan untuk mengetahui dampak dari atribut layanan tersebut. Lebih lanjut, pengintegrasian metode Kansei engineering diterapkan untuk mengetahui atribut layanan yang berpengaruh terhadap kesan emosional pelanggan. Di sisi lain, penilaian menggunakan skala likert membatasi penilaian terhadap atribut layanan karena human thinking selalu akan memberikan penilaian relatif, oleh karena itu penerapan fuzzification pada metode SERVQUAL dan Kansei diharapkan dapat memberikan penilaian yang mendekati dengan human thinking serta memberikan tradeoff lain terhadap penelitian. Setelah seluruh atribut layanan dan Kansei Words diolah, diintegrasikan, serta dianalisis untuk menemukan prioritas perbaikan, maka selanjutnya dianalisis dengan House of Quality untuk menemukan prioritas design requirements terhadap atribut layanan yang perlu diperbaiki. Komparasi pada penelitian ini menemukan bahwa tidak terdapat perbedaan prioritas perbaikan pada metode konvensional dan metode yang melalui proses fuzzification, selain itu komparasi prioritas perbaikan antara penerapan fuzzy dengan large sample size dan small sample size juga tidak terdapat perbedaan, sehingga dapat disimpulkan bahwa penerapan fuzzy memberikan tradeoff, yaitu penghematan pengumpulan sample.

Kata kunci: theme park, servqual, kano, kansei engineering, fuzzification

 

Abstract - The complexity of the currently needs made industries have to increase competitiveness in order to sustain in the highly competitive era. By identifying the service attributes through the SERVQUAL method, then it could be used for telling what are the advantages and disadvantages of the company. Furthermore, the Kano model provides a category for each service attribute to determine the effect of these service attributes. Also, integrating the Kansei engineering method is applied to determine the service attributes that influence the customer's impression. On the other hand, the using of likert scale is limiting the assessment of the service attributes, that’s because of human thinking will always give a relative assessment, therefore, applying fuzzy into SERVQUAL and Kansei method is expected to provide an assessment that closer to human thinking and gives another tradeoff for the research. After all service attributes and Kansei Words are processed, integrated, and analyzed in order to find prioritised attributes to be improved, then they are analyzed using House of Quality to find prioritised design requirements for the service attributes that need to be improved. Thus, method comparison in this research found that there was no different of the prioritised attributes between the conventional method and the method through the fuzzification process. Nevertheless, the comparison of the prioritised attributes between applied fuzzy with the large sample sizes and small sample sizes was also show the same, it tells an evidence that applying fuzzy could give a tradeoff which cuts sample sizes necessity.

Keywords: theme park, servqual, kano, kansei engineering, fuzzification

 

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Published
2020-11-30