#TITLE_ALTERNATIVE#

• Main Author: MUARIF NURSALIM (NIM : 13413019), HUKI
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/22459
• Institution: Institut Teknologi Bandung

Foodtruck is defined as any kind of vehicle that is able to move from place to place in order to sell food. Along with the rapid growth in foodtruck business and the tight competition in the culinary business, business owner is required to adapt and improve service quality continuously with the effort of satisfying and pleasing customers. Hola Amigos is one of the foodtruck that operates in Bandung. Through preliminary observations and interviews with the business owner, problems and complaints are still found within customers, and business owner is still dissatisfied with Hola Amigos’ sales performance. <br /> <br /> <br /> <br /> <br /> The purpose of this study is to evaluate and improve the quality of services provided by Hola Amigos, in order to satisfy and please customers thus improving the retention rate and word-of-mouth from customers. To achieve this objective, kansei engineering is chosen to integrate DINESERV, kansei, and kano models. DINESERV and kano models are used to determine which service attributes should be prioritized for improvement. While kansei method is used to integrate customer feelings into proposed service attributes improvements, aiming not only to satisfy but also to delight customers. The study involved 76 Hola Amigos customers who were willing to fill out the DINESERV, kano, and kansei questionnaires. <br /> <br /> <br /> <br /> <br /> The results shows 23 of the 28 service attributes provided by Hola Amigos have not met customer expectations. Through the kano model, Hola Amigos is suggested to prioritize 3 service attributes: ‘Good parking and attractive appearance’, ‘Comfortable and spacious dining area’, and ‘In case of any mistakes in service, service staff show a willingness to accept the responses of customers’. With kansei engineering, these service attributes can be improved and enhanced by integrating 'attractive', 'clean' and 'hospitable' kansei in the improvement.