This research was conducted because many family karaoke places, especially in Jakarta, have low competitiveness. New service development theory is used to explore and get customer ideas both to float existing attributes and bring new attributes. Based on a collection of ideas that have been obtained from customers, combined with 5 (five) frameworks of the experiential marketing framework, namely: sense, feel, think, act and relate to develop approaches based on the feelings of experience experienced by customers. After that, it will be evaluated using a canoe model questionnaire where there will be a functional and dysfunctional questionnaire. The results of the canoe model questionnaire study on 100 respondents found that there were 12 attributes of attractive needs, 4 attributes of one-dimensional needs, two attributes of indifferent needs and 1 attribute of must-be needs. These needs categories can provide an assessment for the continuation of the development of karaoke families in order to hone the existing
competitiveness. In addition, by using a canoe model, customer satisfaction index can be calculated using SII and DII. The calculation of the customer satisfaction index will provide an assessment for each category of canoe itself. The more the value approaches 1, the more satisfied the customer will be, so that the more the value approaches 0, the less satisfied the customer will be. |