• Ronald Sukwadi Department of Industrial Engineering, Atma Jaya Catholic University of Indonesia
  • Riana Magdalena
  • Natalia Febriani
  • Minh-Tai Le


kualitas layanan, Kano, VIKOR, IPA, Bengkel


Penelitian ini bertujuan untuk mengembangkan model evaluasi multi-kriteria dalam mengevaluasi kesenjangan antara harapan dengan kinerja dalam rangka untuk meningkatkan kualitas layanan. Model evaluasi multi-kriteria ini diintegrasikan dengan model Kano, VIKOR dan Importance Performance Analysis (IPA). Model Kano mengkategorikan atribut layanan yang ditawarkan. Metode VIKOR bertujuan untuk mengetahui nilai kesenjangan kinerja atribut layanan dan merankingnya berdasarkan nilai kesenjangan terkecil sampai dengan terbesar. Metode IPA digunakan untuk memetakan atribut layanan sesuai dengan strategi pengembangan dari setiap atribut tersebut. Dari hasil integrasi model, diperoleh 3 atribut yang perlu ditingkatkan dan 9 atribut yang memungkinkan untuk dikembangkan. Penelitian ini pun dilakukan di 5 bengkel resmi motor Yamaha di area Jabodetabek. Prioritas dan usulan perbaikan diberikan untuk meningkatkan kepuasan kebutuhan pelanggan untuk mencapai tingkat harapan dalam mengurangi kesenjangan antara kinerja yang dihasilkan


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