ANALISIS KEPUASAN KONSUMEN MENGGUNAKAN MODEL KANO (KASUS PADA LEMBAGA BIMBINGAN BELAJAR SMART GANESHA CABANG PANAM PEKANBARU)

Abstract

The research was conducted at the Institute of Ganesha Smart Tutoring
Branch Panam Pekanbaru with the aim to analyze customer satisfaction in LBB
Ganesha Smart Panam Pekanbaru branch using a model canoe. Variable in this
research are: consumer satisfaction. The sample in this study are as many as 51
customers using proportional random sampling technique. The analytical method
used is the Kano model analysis. The result showed that the model of Kano is the
right model to improve customer satisfaction in LBB Ganesha Smart Cab. Panam,
Pekanbaru. It can be seen from the attractive category that material submitted by
LBB Tentor Smart Ganesha completed at each meeting as well as smart LBB
Ganesha has a teaching force which controls the material well, students in LBB
smart ganesha can improve self-esteem or pride in their students and follow the
program the LBB Smart Ganesha can improve student achievement. grade mut be
smart LBB Ganesha is no registration fee (registration geratis) and smart LBB
Ganesha provide WIFI geratis. Category One Dimensional namely education
costs are relatively inexpensive and can be repaid. Ie indifferent category of
products in LBB Smart Ganesha in accordance with what is required of students
and have a forte, the completeness of the products / services offered.
Keywords: Consumer Satisfaction