Pengukuran Kepuasan Pelanggan Reparasi Kapal Kayu Menggunakan Metode Kano Dan Root Cause Analysis

Authors

  • Saufik Luthfianto Program Studi Teknik Industri, Fakultas Teknik dan Ilmu Komputer, Universitas Pancasakti Tegal
  • Hani Indri Alisha Program Studi Teknik Industri, Fakultas Teknik dan Ilmu Komputer, Universitas Pancasakti Tegal
  • Muhammad Fajar Nurwildani Program Studi Teknik Industri, Fakultas Teknik dan Ilmu Komputer, Universitas Pancasakti Tegal

DOI:

https://doi.org/10.30737/jatiunik.v6i1.2536

Keywords:

Customer, Kano, Root Cause Analysis, Satisfaction

Abstract

PT. Perikanan Nusantara (Persero) Tegal Branch is a wooden shipbuilding company that often interacts with consumers. The company in providing services to consumers, especially in customer satisfaction, is still quite low so that there needs to be improvements in customer service management. Measurement of customer satisfaction can be done by the canoe method to categorize the attributes of customer satisfaction service. The data were analyzed by using the root cause analysis method to determine the trouble and make improvements. The results of the study revealed that there were 4 categories of canoes, namely Attrctive, Indefferent, One dimensional, Must be where the attributes that were more dominated were one dimensional. The attributes of the services provided by PT. Perikanan Nusantara (Persero) Tegal Branch has fulfilled the wishes of consumers or customers, but there are some service attributes that are still low, namely as many as 6 categories that are below 0.5 and twenty of them are above 0.5. Attributes with a value above 0.5 indicate that they have met customer satisfaction, but need to be improved for attributes that do not match.


PT. Perikanan Nusantara (Persero) Cabang Tegal merupakan perusahaan pembuatan kapal kayu yang sering berinteraksi dengan konsumen. Perusahaan di dalam memberikan pelayanan terhadap konsumen terutama dalam kepuasan pelanggannya masih cukup rendah sehingga perlu adanya perbaikan dalam pengelolaan pelayanan pelanggan. Pengukuran kepuasan pelanggan dapat dilakukan dengan metode kano untuk mengategorikan atribut-atribut pelayanan kepuasan pelanggan. Hasil dari tingkat kepuasan pada masing-masing atribut kemudian dianalisis menggunakan metode root cause analysis untuk diketahui penyebab permasalahan dan dilakukan perbaikan. Hasil penelitian menunjukkan terdapat 4 kategori kano yaitu Attrctive, Indefferent, One dimensional, Must be dimana atribut-atribut yang lebih didominasi adalah one dimensional. Atribut-atribut pelayanan yang diberikan oleh PT. Perikanan Nusantara (Persero) Cabang Tegal telah memenuhi keinginan konsumen atau pelanggan, namun terdapat beberapa atribut-atribut pelayanan yang masih rendah, yaitu sebanyak 6 kategori yang berada di bawah 0,5 dan 20 diantaranya berada diatas 0,5. Atribut dengan nilai berada diatas 0,5 menunjukkan sudah memenuhi kepuasan pelanggan, namun perlu ditingkatkan untuk atribut-atribut belum sesuai.

Author Biography

Saufik Luthfianto, Program Studi Teknik Industri, Fakultas Teknik dan Ilmu Komputer, Universitas Pancasakti Tegal

Industrial Engineering

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Published

2022-10-29

How to Cite

Luthfianto, S., Alisha, H. I., & Nurwildani, M. F. (2022). Pengukuran Kepuasan Pelanggan Reparasi Kapal Kayu Menggunakan Metode Kano Dan Root Cause Analysis. JATI UNIK : Jurnal Ilmiah Teknik Dan Manajemen Industri, 6(1), 79–91. https://doi.org/10.30737/jatiunik.v6i1.2536

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Vol. 6 No. 1 (2022): October

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