Designing strategies for improving the quality of ragunan wildlife park service using quality function deployment method

Inaki Maulida Hakim, Rossy Nicoline Subrana

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

Research conducted by the management of TMR in 2017 obtain TMR visitor satisfaction index worth 72.8 indicate that the performance of TMR service is still not good so it needs to improve the quality of TMR visitor service in order to increase visitor satisfaction. This study aims to identify strategies to improve the quality of service visitors in accordance with the needs of visitors using TMR Factor Analysis, Kano Model, and Quality Function Deployement method. Factor Analysis shows there are five factors that influence visitor satisfaction that is conservation and demonstration, animal welfare, facility, information, and accessibility. The Kano Model shows 14 attributes included in the one-dimensional category, seven in the must-be category, four in the indifferent category, and one in the attractive category. Of these 26 service quality attributes generate technical requirements or strategies to meet the service attributes. The first level of House of Quality results 19 strategies to improve the quality of visitor services to meet the 26 service attributes that have been identified previously. According to the result of the study officer training is the most important strategy which can fulfill nine customer requirements.

Original languageEnglish
Title of host publicationICIBE 2018 - 2018 4th International Conference on Industrial and Business Engineering
PublisherAssociation for Computing Machinery
Pages48-53
Number of pages6
ISBN (Electronic)9781450365574
DOIs
Publication statusPublished - 24 Oct 2018
Event4th International Conference on Industrial and Business Engineering, ICIBE 2018 - Macau, Macao
Duration: 24 Oct 201826 Oct 2018

Publication series

NameACM International Conference Proceeding Series

Conference

Conference4th International Conference on Industrial and Business Engineering, ICIBE 2018
CountryMacao
CityMacau
Period24/10/1826/10/18

Keywords

  • Customer Satisfaction
  • Factor Analysis
  • Kano Model
  • Quality Function Deployment
  • Service Quality

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  • Cite this

    Hakim, I. M., & Subrana, R. N. (2018). Designing strategies for improving the quality of ragunan wildlife park service using quality function deployment method. In ICIBE 2018 - 2018 4th International Conference on Industrial and Business Engineering (pp. 48-53). (ACM International Conference Proceeding Series). Association for Computing Machinery. https://doi.org/10.1145/3288155.3288164