Detail Integrasi Metode Kano Model,Vikor Dan Importance Performance Analysis Dalam Evaluasi Kualitas Pelayanan Jasa Bengkel Resmi Yamaha GRADE B Di Jakarta Bibliografi Author: FEBRIANI, NATALIA ; Sukwadi, Ronald (Advisor) Topik: Quality of Service; Kano Model; VIKOR; Importance Performance Analysis Bahasa: (ID )     Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2018     Jenis: Theses - Undergraduate Thesis Fulltext: Natalia Febriani’s Undergraduate Theses.pdf (5.5MB; 26 download) Abstract This study aims to develop a multi-criteria evaluation model to evaluate the gap between perceptions and their expectation in order to improve quality of service. This study also was conducted at Yamaha Service Shop as authorized workshop to evaluate service quality especially in Jakarta. This multi-criteria evaluation model is combined with Kano Model, VIKOR and Importance Performance Analysis. The use of Kano Model is to categorize the needs of the service attributes that provided. Furthermore, the use of VIKOR method aims to determine the unimproved distance of attribut’s performance and rank every workshop with the smallest gap up to the largest gap. Then, the use of Importance Performance Analysis (IPA) method to map the servicee attributes appropriate with the improvement strategy of attributes. From the research result, it obtained 3 attributes that have higher priority to be improved and 9 attributes have possibility to be improved. Finally, based on the result obtained, managerial implications is needed to improve for satisfying the customers’ needs, which can reduce gap between real performance and expectation. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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