| Smartphone is the one must have device by modern society today. With the high demand for smartphones lately, many companies are competing to produce smartphones that fit the needs of consumers. Indonesia is one of the developing countries where the growth rate of smartphone usage can still increase, so many smartphone manufacturers sell their products to Indonesia. From this phenomenon, researchers wanted to find out the level of satisfaction from users of one of the most famous smartphone brands in Indonesia and even in the world, Samsung. The purpose of this research is to determine what factor that are considered good by the customer and company must maintain that services and what things are considered still not good and should be improved again. This study uses IPA method to determine the level of compatibility between company services with the expectations of customers and the Kano model that is used to determine what services are performance, basic, or delighter category. From the two results of the method, it can be integrated using the IPA-Kano integration table. |