Penerapan Metode Kano, Customer Satisfaction Index dan Quality Function Deployment dalam Menganalisis Kepuasan Mahasiswa Terhadap Penerapan MB-KM

Usman, Sri Adiningsi B.; Isa, Dewi Rahmawaty; Nuha, Agusyarif Rezka

doi:10.20956/ejsa.v5i1.26740

Jurnal

Penerapan Metode Kano, Customer Satisfaction Index dan Quality Function Deployment dalam Menganalisis Kepuasan Mahasiswa Terhadap Penerapan MB-KM

ESTIMASI: Journal of Statistics and Its Application · Vol. 5 No. 1 (2024) · pp. 110–112

DOI: 10.20956/ejsa.v5i1.26740
ISSN: 2721-379X, 2721-3803
Published: 2024-01-29
Publisher: Hasanuddin University
Language: en

Abstract

The implementation of the MB-KM program in Higher Education has a variety of obstacles based on points of view. Internship is a form of implementing the MB-KM program which involves students as executors of the program. This study aims to analyze student satisfaction with the implementation of MB-KM using the Kano method, Customer Satisfaction Index (CSI) and Quality Function Deployment (QFD). The Kano method aims to categorize variable attributes, the CSI method to calculate the overall level of satisfaction and the QFD to determine priority attribute improvements. Kano's results show that 5 attributes are in quadrant A, 30 attributes are in quadrant O, 5 attributes are in quadrant I and 13 attributes are in quadrant M. The results of the analysis of the Customer Satisfaction Index are 87.57% meaning students are "very satisfied". The final result of the HOQ attribute that is the priority is attribute.

Keywords

Collaboration network of the authors

22 authors · 67 co-authorship links

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Universitas Halu Oleo
Institut Agama Islam Muhammadiyah Sinjai
Affiliation unknown

Different organisations
Same organisation
Affiliation unknown
Thicker line = more joint articles · bigger circle = more articles

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Co-author	Organisation	Joint articles
Lailany Yahya	Affiliation unknown	3
R. Resmawan	Affiliation unknown	2
Novianita Achmad	Affiliation unknown	2
La Ode Nashar	Affiliation unknown	2
Resmawan Resmawan	Affiliation unknown	2
Nurwan Nurwan	Affiliation unknown	1
Rosna Ningsih Bilondatu	Affiliation unknown	1
Nur Safitri Abdul	Affiliation unknown	1
Gusti Arviana Rahman	Universitas Halu Oleo	1
Syarif Abdullah	Affiliation unknown	1
Sri Istiyarti Uswatun Chasanah	Affiliation unknown	1
Nina Valentika	Affiliation unknown	1
Sri Lestari Mahmud	Affiliation unknown	1
Nazrilla Hasan Laita	Affiliation unknown	1
Asriadi Asriadi	Institut Agama Islam Muhammadiyah Sinjai	1
Amanda Adityaningrum	Affiliation unknown	1
Annisa Maharani Brahim	Affiliation unknown	1
Rusniwati S. Imran	Affiliation unknown	1
Melasarah Deswita Rahmadi	Affiliation unknown	1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://journal.unhas.ac.id/index.php/ESTIMASI/oai, first harvested 2 Nov 2026, last seen 2 Nov 2026.

Original metadata (oai_dc)

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	<dc:title xml:lang="en">Penerapan Metode Kano, Customer Satisfaction Index dan Quality Function Deployment dalam Menganalisis Kepuasan Mahasiswa Terhadap Penerapan MB-KM</dc:title>
	<dc:creator xml:lang="en">Usman, Sri Adiningsi B.</dc:creator>
	<dc:creator xml:lang="en">Isa, Dewi Rahmawaty</dc:creator>
	<dc:creator xml:lang="en">Nuha, Agusyarif Rezka</dc:creator>
	<dc:subject xml:lang="en">Kano</dc:subject>
	<dc:subject xml:lang="en">Customer Satisfaction Index</dc:subject>
	<dc:subject xml:lang="en">Quality Function Deployment</dc:subject>
	<dc:subject xml:lang="en">MB-KM</dc:subject>
	<dc:subject xml:lang="en">Internship</dc:subject>
	<dc:description xml:lang="en">The implementation of the MB-KM program in Higher Education has a variety of obstacles based on points of view. Internship is a form of implementing the MB-KM program which involves students as executors of the program. This study aims to analyze student satisfaction with the implementation of MB-KM using the Kano method, Customer Satisfaction Index (CSI) and Quality Function Deployment (QFD). The Kano method aims to categorize variable attributes, the CSI method to calculate the overall level of satisfaction and the QFD to determine priority attribute improvements. Kano's results show that 5 attributes are in quadrant A, 30 attributes are in quadrant O, 5 attributes are in quadrant I and 13 attributes are in quadrant M. The results of the analysis of the Customer Satisfaction Index are 87.57% meaning students are "very satisfied". The final result of the HOQ attribute that is the priority is attribute  .</dc:description>
	<dc:publisher xml:lang="en">Hasanuddin University</dc:publisher>
	<dc:date>2024-01-29</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.unhas.ac.id/index.php/ESTIMASI/article/view/26740</dc:identifier>
	<dc:identifier>10.20956/ejsa.v5i1.26740</dc:identifier>
	<dc:source xml:lang="en">ESTIMASI: Journal of Statistics and Its Application; Vol. 5, No. 1, Januari, 2024 : Estimasi; 110-112</dc:source>
	<dc:source>2721-379X</dc:source>
	<dc:source>2721-3803</dc:source>
	<dc:language>en</dc:language>
	<dc:relation>https://journal.unhas.ac.id/index.php/ESTIMASI/article/view/26740/11189</dc:relation>
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