Safta Lala Virliana, Lala (2024) Analysis of Customer Statisfaction Using the Kano Method and Quality Function Deployment (QFD) (Case Study: Sea Tranfortation At Sebele Port, Belat District, Karimun Regency). Journal of Engineering Business and International Management (IJEBIM), 10 (2). ISSN 2715-7393

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Abstract

Quality of service in the maritime transportation industry is important nowadays. The public is increasingly concerned with the sea transportation facilities provided by the government, making the quality of sea transportation services focused on consumer satisfaction. Sebele Port is located in Belat District, which is one of the public sea transportation service facilities provided by the government. In this research, we will examine the quality of service provided by Sebele Port. The method used was Kano and Quality Function Deployment by distributing questionnaires to 90 respondents. From the results of the analysis and calculations, it is known that of the 17 attribute statements, there are 6 attributes that fall into the one-dimensional category, namely optimizing facilities. The proposed improvements are to optimize the adequate facilities at the Sebele port, which requires increasing the number of seats for passengers waiting for ship departure. As well as conducting regular evaluations to provide satisfactory service to consumers.

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