Application Of The Kano Method To Improve Product And Service Quality At Baksoka Restaurants

Abstract

Improving the quality of products and services is a major factor in increasing customer satisfaction. To be able to survive in competition with other restaurants, the Baksoka restaurant needs to improve the quality of its products and services. The purpose of this research are to determine the attributes that can affect consumer satisfaction with the quality of products and services, and measure the level of attributes that affect consumer satisfaction with the quality of products and services provided by the Baksoka restaurant. This research was conducted by distributing 93 questionnaires to Baksoka restaurant consumers, using 13 product quality attributes and 17 service quality attributes. The data is processed using the Kano method, where the analysis of product quality and service quality attributes uses the If Better Than and If Worse Than formulas. The results showed that for product quality, the durability attribute of high-quality packaging received a value of If better than 0.80 which is close to 1 (better), and the attribute of timely completion of the product received a value of If worse than -0.62 which means close to -1 (worse). For service quality, the attribute of the waiter being able to answer customer questions about available products gets a value of If better than 0.88 which is close to a value of 1 (better), and attributes of presentation and fast service get a value If worse than -0.57. which is close to -1 (worse).