A SERVICE IMPROVEMENT DESIGN FOR START UP COMPANY PT.X TRY OUT BY USING KANO SERVICE QUALITY

• Main Author: Surya, Darizal
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/79382
• Institution: Institut Teknologi Bandung

PT.X is a start-up company engaged in providing website-based online try out simulation services for high school students. As a start-up which is a new company certainly really needs improvement at any time to be able to survive and compete in the market, PT.X itself realizes that every improvement they make must be oriented towards their service users. The service they offer is X try out (TO), this service helps high school students to be able to simulate SBMPTN/ UTBK more easily, effectively, and efficiently. The X TO service receives many complaints from service users because there are several problems that users encounter when using the service. This research process is carried out to measure the quality of actual services received by users. This X TO service improvement process uses an approach from the Service Quality method to see the gaps that occur between user perceptions and expectations of the services offered. In the next service, an approach will be carried out using the HWWP (Health, Wealth, Weapon, and Prospect) Refined Kano, this approach is carried out to determine the potential added value that might be obtained from the service if it is made improvements. The data that has been obtained are then processed to do the mapping of service attributes into the I-S (Importance Satisfaction) matrix and the IV-A (Importance Value Added) matrix. The output of this mapping is service attributes that will be priority improvements, service improvements are carried out using the TRIZ approach. The output of this service improvement resulted in improvement proposals, namely the addition of a third party network option in handling the payment process, submitting information regarding optimization of verification services, and implementing new SOPs to minimize the occurrence of human errors when examining proof of payment.