Enhancing The Performance of Hospitality Industry During COVID-19 Pandemic Through the Integrative Usage of Kano Model, SERVQUAL and Kansei Engineering Method (Case Study: Hotel X)

Andhika, Wira (2022) Enhancing The Performance of Hospitality Industry During COVID-19 Pandemic Through the Integrative Usage of Kano Model, SERVQUAL and Kansei Engineering Method (Case Study: Hotel X). Other thesis, Institut Teknologi Sepuluh Nopember.

Text 02411740000184-Undergraduate_Thesis.pdf - Accepted Version Restricted to Repository staff only until 1 April 2024. Download (4MB) | Request a copy

Abstract

Pelanggan saat ini sangat dinamis dan cukup menuntut. Pelanggan cenderung tidak loyal terhadap produk dan layanan tertentu. Dibandingkan dengan peluncuran pertama, penjualan produk cenderung menurun dari waktu ke waktu, situasi ini memaksa perusahaan untuk membuat ulang dan mendesain ulang produk strategi desain dan pengembangan. Untuk meningkatkan tingkat hunian dan memberikan faktor kepuasan lebih bagi pelanggan, berdasarkan wawancara yang dilakukan oleh penulis, Hotel X percaya bahwa menambahkan langkah-langkah keamanan dan kualitas layanan berdasarkan protokol COVID-19 adalah salah satu alat untuk menarik lebih banyak dan mendapatkan kembali kepercayaan pelanggan selama COVID-19 ini. Dengan menggunakan hasil berdasarkan metode yang digunakan, prioritas perbaikan atribut layanan dapat diterjemahkan ke dalam kinerja atau kegiatan apa yang dibutuhkan perusahaan untuk meningkatkan layanannya kualitas. Model Kano digunakan dan dimasukkan ke dalam KE untuk menunjukkan hubungan antara kinerja atribut layanan dan respons emosional pelanggan. Penelitian ini memberikan wawasan tentang atribut layanan mana yang perlu mendapat perhatian lebih terkait dampak signifikannya terhadap kebutuhan emosional pelanggan selama Pandemi COVID-19. Proses yang pertama adalah melakukan identifikasi terhadap Kansei word diperoleh dari customer review pada jangka waktu pandemi, yang kemudian hasil tersebut akan di reduksi dengam hasil akhir 13 Kansei word terbentuk. Kemudian menggunakan operational SERVQUAL Framework untuk dilakukan penentuan atribut dengan berbagai dimensi kualitas layanan dan diperoleh 25 service attribute. Menggunakan metode Kano model untuk mengkategorikan setiap service attribute yang sudah terbentuk, kategori Attractive (A) dipilih sebagai penekanan utama studi untuk pemodelan dan analisis. Menggunakan metode stepwise linear regression, persepsi service attribute dan Kansei response dikaitkan dan dianalisis, sehingga akan menunjukkan prioritas untuk perbaikan berkelanjutan. Hasilnya menunjukkan bahwa ada 7 atribut yang diusulkan yang perlu ditingkatkan atau dilakukan perbaikan.
================================================================================================
Today’s customers are highly dynamic and quite demanding. The customer tends to be disloyal to particular products and services. Compared with their first launch, the sales of many products tend to decrease over time. Which this situation forces companies to recreate and redesign of the product design and development strategies to increase the occupancy rate and give more satisfaction factor for the customer. Based on interview that conducted by the writer, Hotel X believe that adding safety measures and service quality based on COVID-19 protocol is one of the tools to attract more and regain trust customer during this COVID-19. By using the results based on the method used, the priority of improvements to service attributes can be translated into performance or what activities are needed by the company to in order to improve its service quality. The Kano model was used and inserted into KE to exhibit the relationship between service attribute performance and customer emotional response. This research provides insight on which service attributes deserve more attention with regard to their significant impact on customer emotional needs during COVID-19 Pandemic. The first process is to identify Kansei words obtained from customer reviews during the pandemic period, which then the results will be reduced with the result of 13 Kansei words formed. Using the operational SERVQUAL Framework to determine attributes with various service quality dimensions and 25 service attribute is obtained. Using the Kano model method to categorize each of service attribute that has been formed, the Attractive category (A) is chosen as the main emphasis of the study for modeling and analysis. Using the stepwise linear regression method, perception of service attributes and Kansei response are linked and analyzed. Therefore, it will show priorities for continuous improvement. The results show that there are 7 proposed attributes that need to be improved.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Kano Model, SERVQUAL, Perasaan, Jasa, Kansei Engineering, Multiple Linear Regression, Feelings, Services
Subjects:	H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	Wira Andhika
Date Deposited:	10 Feb 2022 03:50
Last Modified:	31 Oct 2022 01:53
URI:	http://repository.its.ac.id/id/eprint/93522

Actions (login required)

View Item