Analisis Pengukuran Kepuasan Pelanggan Terhadap Pelayanan Pengisian Gas Argon Menggunakan Metode Kano dan Root Cause Analysis

Abdullah, Mochammad Hasani (2025) Analisis Pengukuran Kepuasan Pelanggan Terhadap Pelayanan Pengisian Gas Argon Menggunakan Metode Kano dan Root Cause Analysis. Jurnal Manajemen STIE Muhammadiyah Palopo, 10 (02). pp. 300-311. ISSN 2684-7841

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Abstract

PT Asuka Solusi Gasindo is a company in the service sector, in this case the company must always improve the quality of service to customers, therefore knowing the level of customer satisfaction is a benchmark for improving the image of the company. This research was conducted to explore customer satisfaction on Argon Gas products by focusing on packaging issues, product quality, and at the delivery stage. The research was conducted using a qualitative method, namely the Kano approach which is known to categorize several attributes that correspond to services based on the level of ability to satisfy its customers. This research also uses a root case analysis approach, which is a description of the improvement of problems in the company. The data collected in this study are from the results of a questionnaire of 10 respondents through in-depth interviews. The results of the interviews show that there is inadequate packaging and product quality that lacks a significant effect on the level of customer satisfaction, in addition, delivery delays are also a major factor that reduces the positive customer experience. The findings are expected to provide insights for service and product improvements, in order to achieve optimal customer satisfaction

Item Type:	Article
Uncontrolled Keywords:	Kano, Root Cause Analysis, Customer Satisfaction
Subjects:	Economic And Business Economic And Business > Management
Divisions:	Faculty of Economic and Business > Management Study Program
Depositing User:	Mochammad Hasani Abdullah
Date Deposited:	26 Mar 2025 02:54
Last Modified:	26 Mar 2025 02:54
URI:	http://eprints.umg.ac.id/id/eprint/12539

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