Analisis Kualitas Layanan dengan Menggunakan Three-factor Model, Importance-Performance Matrix dan Kano'
| Main Authors: | , Theresia Alfarin Parintak, , Fahmy Radhi, Dr., M.B.A. |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2012
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/98354/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=52200 |
Daftar Isi:
- PT Garuda Indonesia is an airline company that has a leading service as one of its competitive advantages. This study aim is to evaluate the service quality of PT Garuda Indonesia. This study using Three-factor Model, Importance-Performance Matrix and Kano�s Model. Three-factor Model is a model used to measure whether there is a difference between customer perceptions of a current service with their expectations. Three-factor model is a development of the SERVQUAL model developed by R.M.Sanchez Hernandez et al. to overcome the weaknesses of SERVQUAL model. This model consists of three factors namely functional service quality, tangible and relational service quality. Importance-Performance Matrix is a method developed by Martilla & James (1977) to measure the importance and performance of service variable. Importance-Performance Matrix categorize these variables into four quadrants based on the level of importance and performance, while Kano's model categorizes the variables of products or services based on its ability to satisfy customer needs. Based on Three-factor model analysis, it can be concluded that there is still a negative gap between the current practice of customer perceptions of service with the expected service on all dimensions and variables in this research. This indicates that PT Garuda Indonesia has not been able to deliver services that meet customer expectations. Based on the analysis of Importance-Performance Matrix, it can be seen that there are two variables that are considered important by customers, but its performance is still low and require corrective action from the company. In addition, there are 11 variables that are considered important for customers and have high-performance which need to be maintained. However, by doing an improvement on the service variables that have high importance rates and low performance, and maintaining the performance of variables that have been good, will not necessarily satisfy customer needs because each service variable has different abilities in satisfying customer needs. Based on the analysis of Kano's model, there is one variable in the Must-be or Basic category, seven variables in the One-dimensional or Performance category, two variables in Attractive or Excitement category, and 19 variables are in Indifferent category. The results of this study recommend PT Garuda Indonesia to make improvements and to maintain the performance on variables that have a high importance rates and high performance that affect on customer satisfaction or dissatisfaction.