Perancangan Kualitas Layanan Expert Course Melalui Penggunaan Mobile Application Menggunakan Metode Mobile Service Quality Dan Refined Kano

Abstract

Abstrak Expert Course merupakan start-up yang bergerak dibidang education technology yang berada di Kota Bandung yang menyediakan layanan jasa berupa bimbingan belajar untuk mahasiswa. Selama 5 tahun berdiri, owner dari Expert Course mengatakan bahwa target pelanggan tidak pernah tercapai sesuai yang sudah ditargetkan sehingga hal tersebut menjadi masalah yang harus dipecahkan. Seiring berjalannya waktu mengikuti perkembangan zaman, Expert Course berinovasi membuat aplikasi berbasis mobile untuk segala pelayanan yang ada pada Expert Course. Aplikasi berbasis mobile tersebut sudah didesain dengan beberapa fitur menurut pihak Expert Course, hal tersebut diangkat menjadi topik pada penelitian ini untuk diidentifikasi kebutuhan layanan pada aplikasi yang sedang dibuat sesuai dengan tingkat kepentingan agar aplikasi yang dibuat sesuai dengan kebutuhan pelanggan. Penelitian ini dilakukan dengan menggunakan metode Mobile Service Quality dan Refined Kano. Adapun dimensi yang terpilih yaitu efficiency, fulfillment, content, responsiveness, dan, contact. Dari dimensi tersebut diperoleh 21 atribut kebutuhan untuk perancangan aplikasi berbasis mobile. Hasil penelitian dari 21 atribut kebutuhan terdapat 19 atribut sebagai True Customer Needs (TCN) yang harus diprioritaskan. Rekomendasi atribut kebutuhan ini dirumuskan berdasarkan integrasi Mobile Service Quality dan Refined Kano.
Kata Kunci – Bimbingan Belajar, True Costumer Needs, Mobile Service Quality, Refined K Abstract Expert Course is a start-up that is engaged in educational technology in the city of Bandung that provide tutoring for students. During 5 years established, the owner of the Expert Course said that the target customers did not match what had been agreed upon so that is was a problem that had to be solved. Over time to keep abreast of the times, the Expert Course innovates creating mobile-baed applications for all services that exist in the Expert Course. This mobile-based application has been designed with several features according for Expert Course, it was raised as a topic in this study for the purpose of communication service on aplications made according to their level of importance so that applications are made according to customer needs. This research was conductedusing the Mobile Service Quality and Refined Kano methods. Obatined 5 dimension of Mobile Service Quality namely efficiency, fulfillment, content, responsiveness, contact. From this dimesions obtained 21 attributes of the need for designing mobile-based application. The results of the study of 21 attributes general needs 11 attributes as True Customer Needs (TCN) that must be prioritized. Thes requirement attribute recommendation are formulated based on the integration of Mobile Service Quality and Refined Kano Methods.

Keywords – Tutoring, True Customer Needs, Mobile Service Quality, Refined Kano