Penerapan Integrasi Model Kano, Teknik

AHP, dan Matriks QFD Dalam Penentuan

Prioritas Pelanggan Bank
Asep Suherman (14415026)
Pendahuluan

Pendahuluan

Kebutuhan & Ekspektasi

Persaingan Dunia Industri Upaya Perusahaan
Konsumen

Persaingan dalam dunia industri Kebutuhan dan ekpektasi konsumen Model Kano, Teknik AHP, dan
semakin pesat berubah secara dinamis Matriks QFD
Pendahuluan

Tujuan Penelitian
Menentukan important requirement konsumen bank

Mengkaji relative importance setiap requirement

Menentukan technical requirement harus

dikembangkan agar mampu menggambarkan
keinginan konsumen
Pendahuluan Metodologi

Metodologi
Pendahuluan Metodologi

Pengumpulan & Pengolahan Data

Pengumpulan Data Pengolahan Data

Cakupan Penelitian : Pengolahan Data Awal :

Konsumen 50 bank di Irak Uji validitas dan reliabilitas
Metode Sampling : Jumlah Variabel Yang Diolah :
Random sampling 31 variabel
Jumlah Sampel : Metode Yang Digunakan :
980 orang Model Kano
Jumlah Ahli : Teknik AHP
10 orang ahli AHP dan 5 orang ahli perbankan Matriks QFD
 Pendahuluan Metodologi Analisis

Model Kano
Basic Requirement Operational Requirement
• Ease of access and car parking • Specify various departments in the bank
• Supporting information of costumers & avoid • Appropriate sorting of branch and coordination of
panelizing counters placement
• Appropriate security • Appropriate height and status of counter
• Proper behavior of staff • Amenities
• Knowledgeable staffs and aware of specialty assigned • Caring about the time of customers by manager bank
• Staffs with speed and accuracy in banking operation • Accountability of staff
• Reduction of profit facilities
• Reduction of waiting time for received facilities
• Increase duration of repayment
• Protect the confidentiality of customers
• Handling unit of complaints and criticisms
 Pendahuluan Metodologi Analisis

Model Kano
Motivational Requirement Apathetic Requirement
• Information of banking services by IVR or website • Information center in the branch and leaflet, informed
• Well organized staffs person
• Internet banking services • Opening credits of export in the bank
• Reduction of commission currency transfers • Opening credits of import in the bank
• Booking turn on the phone for things that should be • Opening internal credit in the bank – Rial
done in personal • Invitation of costumers to participate in the seminar
• The use of pre-written payroll records for deposit • Following the news of stock, price, gold from that
accounts center
• Turn rating in branch
Pendahuluan Metodologi Analisis

Teknik AHP

0.454
Basic Requirement

Operational Requirement
0.376

Motivational Requirement
0.170
Pendahuluan Metodologi Analisis

Matriks QFD
Importance Weight Technical Requirement
1 0.167 Increasing communication with customers
2 0.142 Reducing the products and services price
3 0.138 Increasing online and internet services and facilities
4 0.135 Automation of equipment and devices
5 0.134 Performance of automation in organization
6 0.121 On time service of equipment and devices
7 0.083 Reduce the time of services presentation and product process
8 0.081 Review of programs and technical documents
Pendahuluan Metodologi Analisis Penutup

Kesimpulan

Penentuan Importance 31 kebutuhan konsumen diklasifikasikan berdasarkan tingkat kepentingannya menjadi 4

Requirement status menurut Model Kano, yaitu basic, operational, motivational, dan apathetic

Penentuan Relative Prioritas kebutuhan konsumen beserta relative weight-nya berdasarkan Teknik AHP,
Importance yaitu : 1). Basic (0.454) ,2). Operational (0.376), 3). Motivational (0.170)

Penentuan Technical Berdasarkan Matriks QFD, terdapat 8 technical requirements yang harus ditingkatkan
Requirement berkaitan dengan basic requirement layanan bank
Pendahuluan Metodologi Analisis Penutup

Komentar
• Tidak ada penjelasan mengenai proses pemilihan 31
variabel yang digunakan
• Inkonsisten terhadap beberapa istilah pada Model
Kano
• Perbaikan tata penulisan agar paper lebih mudah
dibaca
 TERIMA KASIH
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