MEASURING CUSTOMER SATISFACTION IN PHYSICAL ASPECTS BY USING KANO MODEL FOR LEISURE DEPARTMENT IN PT. JJJ

Abstract

PT. JJJ is a French company running in hospitality industry. The industry has to be really upscaling the kindness in order to make the guests comfortable to stay at the resort. Thus, it is needed to conduct this research to improve the customer satisfaction in PT. JJJ. The first step is to analyze the customer satisfaction by having questionnaire design. Then, the sampling design should be done to have the sample size. To check whether the customer has already satisfied or not, this research is using the methodology of Kano Model and multivariate analyses by having some tests such as validity, reliability, and adjacent importance. All the data are valid and reliable. The variables are also normally distributed.. So, after analyses had been done, it shows that Attractive and One-Dimensional categories are the ones to be reckoned to in improving the customer satisfaction of PT.JJJ. The attributes that are going to be improved with the priority from highest to lowest satisfaction are H5, S4, S2, R4, S5, M7, H2, E4, E2, M3, M1.