PERANCANGAN STRATEGI LAYANAN BERDASARKAN PERSEPSI PELANGGAN MENGGUNAKAN INTEGRASI MODEL KANO 2D DAN TOPSIS DI D’CLEAN CARWASH

Haridho Mucshin, . (2026) PERANCANGAN STRATEGI LAYANAN BERDASARKAN PERSEPSI PELANGGAN MENGGUNAKAN INTEGRASI MODEL KANO 2D DAN TOPSIS DI D’CLEAN CARWASH. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

In the highly competitive car wash service industry, service consistency and quality are key factors in meeting customer expectations. D’Clean Carwash still faces several operational issues, including inconsistent washing results, particularly in vehicle detailing, and variations in service quality during peak and off-peak hours. This study aims to identify and classify service attributes based on customer satisfaction levels, determine their relative importance, and formulate the most appropriate strategies to improve service quality. The methods applied in this study are the Two-Dimensional (2D) Kano Model and the Technique for Order Preference by Similarity to Ideal Solution (TOPSIS). The 2D Kano Model is used to classify service attributes and calculate the Satisfaction Increment Index (SII) and Dissatisfaction Decrement Index (DDI) as the basis for criteria weighting, while TOPSIS is employed to prioritize service improvement strategies. The results indicate that service attributes are distributed across the Attractive, One-dimensional, Must-be, Indifferent, and Reverse categories, including several hybrid attributes. Based on the TOPSIS analysis, the strategy of improving service procedures and consistency is identified as the top priority and is proven to be the most stable through sensitivity analysis. The integration of the 2D Kano Model and TOPSIS provides a comprehensive and robust customer-perception-based decision-making framework for service quality improvement.

Item Type:	Thesis (Skripsi)
Additional Information:	[No.Panggil: 2110312015] [Pembimbing: Alina Cynthia Dewi] [Penguji 1: Nanang Alamsyah] [Penguji 2: M. Rachman Waluyo]
Uncontrolled Keywords:	Service Quality, Kano 2D Model, TOPSIS, Sensitivity Test, Service Strategy
Subjects:	H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Teknik > Program Studi Teknik Industri (S1)
Depositing User:	HARIDHO MUCSHIN
Date Deposited:	23 Feb 2026 03:18
Last Modified:	23 Feb 2026 03:18
URI:	http://repository.upnvj.ac.id/id/eprint/42109

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