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INTERNATIONAL JOURNAL OF SCIENTIFIC DEVELOPMENT AND RESEARCH International Peer Reviewed & Refereed Journals, Open Access Journal ISSN Approved Journal No: 2455-2631 | Impact factor: 8.15 | ESTD Year: 2016 open access , Peer-reviewed, and Refereed Journals, Impact factor 8.15 |
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| Paper Title: | Implementation Of Quality Function Deployment (QFD) Method and Kano Method on Iconnet Product PT. Indonesia Comnets Plus (ICON+) Jember as An Internet Service Provider Company in The Framework of Improving Product Quality |
| Authors Name: | Eka Bambang Gusminto , Nyoto Axl Ramadhan , Intan Nurul Awwaliyah |
| Unique Id: | IJSDR2404178 |
| Published In: | Volume 9 Issue 4, April-2024 |
| Abstract: | In an era of rapid technological advancement, the internet has become a primary necessity for people across all segments of society. The emergence of the Covid-19 pandemic in recent years has significantly transformed the need for the internet. The pandemic has led to various government policies, such as online learning activities, work from home, and large-scale social restrictions. One of the Internet Service Providers (ISP) identified, particularly in Jember, is owned by PT. Indonesia Comnets Plus (ICON+), which has received consumer complaints about the quality of service. To address these issues, a research study is conducted using the Quality Function Deployment (QFD) and Kano methods. The QFD method aims to translate consumer needs and desires into design recommendations or improvement suggestions for the company. Meanwhile, the Kano method aims to assign weights to each attribute in product quality so that when both methods are combined, the QFD assessment is strengthened by the results of the Kano method analysis. Through the Voice of Customer (VoC), 7 consumer requirement attributes are identified and further analyzed using the QFD method. This analysis results in prioritized improvement recommendations for 4 attributes: Network Stability, Friendly Service, Internet Speed, and Employee Response Speed. Additionally, 6 technical requirements are identified to address consumer needs, with the company prioritizing 3 technical requirements: implementing Regular Feedback and Evaluation, Infrastructure Updates, and device maintenance and monitoring. The Kano method analysis reveals that there are 3 attributes classified as One-Dimensional and 4 as Indifferent. Consequently, the Kano assessment yields the highest better value for the Internet Speed attribute at 0.59 or 59%, and the highest worse value at 0.77 or 77% for the Network Stability attribute. |
| Keywords: | ISP, Quality Function Deployment (QFD), Kano Method, Voice of Customer (VoC) |
| Cite Article: | "Implementation Of Quality Function Deployment (QFD) Method and Kano Method on Iconnet Product PT. Indonesia Comnets Plus (ICON+) Jember as An Internet Service Provider Company in The Framework of Improving Product Quality", International Journal of Science & Engineering Development Research (www.ijsdr.org), ISSN:2455-2631, Vol.9, Issue 4, page no.1228 - 1234, April-2024, Available :http://www.ijsdr.org/papers/IJSDR2404178.pdf |
| Downloads: | 000338173 |
| Publication Details: | Published Paper ID: IJSDR2404178 Registration ID:210623 Published In: Volume 9 Issue 4, April-2024 DOI (Digital Object Identifier): https://doi.org/10.5281/zenodo.11063431 Page No: 1228 - 1234 Publisher: IJSDR | www.ijsdr.org ISSN Number: 2455-2631 |
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