TY  - JOUR
T1  - The Analysis Satisfaction of Water Services Using Kano Model in
PDAM Tirtawening Bandung West Region
AU - Andriani, Diana AU - Aryantha Anthara, Made AU - Robecca, Julian AU - Setiadi, Dedi 
JO  - Journal of Engineering and Applied Sciences
VL  - 12
IS  - 1
SP  - 34
EP  - 39
PY  - 2017
DA  - 2001/08/19
SN  - 1816-949x
DO  - jeasci.2017.34.39
UR  - https://makhillpublications.co/view-article.php?doi=jeasci.2017.34.39
KW  - Consumer desire
KW  -Kano Model
KW  -customer satisfaction
KW  -quality of services
KW  -clean water
AB  - The quality of services provided by the company is the most important yardstick for measuring
customer satisfaction. PDAM Tirtawening Bandung City West area is one of the local state-owned units
engaged in the distribution of clean water. The study was conducted using a model of Kano to categorize how
well the attributes of the service are able to meet customers satisfaction. The results from this study indicate
that there are three categories of Kano that Must be, one dimensional and indifferent on the attributes of service
and are dominated by mustbe category. These attributes indicate the wishes of the customer service PDAM
tirtawening Bandung City West region has been met but the levels of satisfaction of these attributes are still
low is seen in 13 attributes are below the value of 0.5 of the range of 0-1 and only an attribute is above 0.5. It
is an indicator that the attribute-value customer satisfaction PDAM tirtawening Bandung City West region
attributes must be enhanced by improving service of these attributes.
ER  -