INTEGRATION OF SERVQUAL, KANO MODEL, AND KANSEI ENGINEERING TO IMPROVE THE QUALITY OF UROLOGICAL HEALTH EQUIPMENT DISTRIBUTION SERVICES AT PT. SINAR NOBLE INDOMEDIKA

Abstract

Service quality is a top priority for the company in the midst of increasingly fierce business
development and competition. Goods distribution service companies are expected to be able to
increase the company's competitive advantage in the competition. PT. Sinar Mulia Indomedika is a
company engaged in the distribution of medical devices, especially in the field of urology. This study
used the servqual method, kano model, and kansei engineering. The third method is to help provide
customer needs through the distribution of medical devices received. At the servqual method stage,
all gap values are obtained for all service attributes measured. The measured attribute services
produce positive and negative gap values, for further identification of attribute services the Kano model
method is used. Based on the Kano model evaluation categorization, helping repair service attributes
and increasing them is only attractive and one-dimensional categories. The process of contacting
attribute services is continued by knowing the customer's emotional value with the kansei engineering
method with the help of the kansei words indicator in it. The Kansei word that has the greatest
influence on service attributes is "Help" with a significance of 54.17%. Recommendations are obtained
from the results of interviews with hospitals that have the greatest influence on the distribution of
medical devices to companies. The proposals are companies that can be more flexible in helping
hospital needs and new regulations that can adjust the distribution time of medical devices to
hospitals.