Analisis Kebutuhan Layanan E-warong Menggunakan Integrasi Model Kano Dan Metode Service Quality

Abstract

Abstrak e-Warong merupakan salah satu program Kementrian Sosial yang diluncurkan pada tahun 2016 untuk memfasilitasi pelayanan Dana Bantuan Sosial Non-Tunai melalui layanan warung elektronik. Berdasarkan hasil in depth interview yang dilakukan oleh penulis, diperoleh keluhan pada layanan e-Warong yang menunjukkan ketidakpuasan Penerima PKH terhadap layanan e-Warong. Oleh karena itu pada penelitian ini dilakukan perbaikan kualitas layanan e-Warong menggunakan integrasi Metode Servqual dan Model Kano. Terdapat 21 atribut kebutuhan konsumen yang didapatkan berdasarkan Voice of Customer (VoC). Berdasarkan hasil pengolahan Kuesioner Servqual didapatkan 8 atribut kuat dan 13 atribut lemah. Sedangkan berdasarkan klasifikasi Model Kano diperoleh 13 atribut yang diprioritaskan dan 1 atribut yang perlu dikembangkan. Rekomendasi dirumuskan berdasarkan hasil pengolahan data yang berisi atribut kebutuhan yang diprioritaskan dan dikembangkan sebagai True Customer Needs. True Customer Needs yang diperoleh adalah atribut ketersediaan stok sembako, kelengkapan pilihan sembako, kelayakan kondisi sembako yang diberikan, kelancaran fungsi Mesin EDC, ketersediaan informasi mengenai e-Warong, kelengkapan informasi mengenai e-Warong, kejelasan informasi mengenai e-Warong, ketersediaan contact person di setiap cabang e-Warong, kemudahan dalam menjangkau lokasi e-Warong, ketersediaan petunjuk lokasi e-Warong, transparansi bagi setiap transaksi yang dilakukan, keamanan bagi setiap transaksi yang dilakukan, kemampuan Pendamping PKH dalam memahami Penerima PKH serta kerapihan Pendamping PKH. Kata Kunci : Analisis Kebutuhan, e-Warong, Kementrian Sosial, Servqual, Model Kano, Integrasi Servqual dan Model Kano.

Abstract e-Warong is one of the Ministry of Social Affairs programs launched in 2016 to facilitate the Non-Cash Social Assistance Fund Service through the electronic shop service. Based on in depth interview that obtained by writer, shown complaints on the service e-Warong that representate as dissatisfaction of Penerima PKH to e-Warong services. Therefore, in this research, the quality of e-Warong service is improved using Integration of Servqual Method and Kano Model. There are 21 attributes of consumer needs obtained based on Voice of Customer (VoC). Based on the results of Servqual process, obtained 8 strong attributes and 14 weak attributes. Whereas based on Kano Model classification, 13 attributes are prioritized and 1 attribute that needs to be developed. Recommendations are formulated based on the results of data processing containing priority needs attributes and developed as True Customer Needs. True Customer Needs that obtained are attributes of basic needs stock availability, necessities of basic needs, feasibility of basic needs, fluency of EDC machine function, information avaibility about e-Warong, information clarity about e-Warong, contact person avaibility in every e-Warong branch, ease of reaching of e-Warong location, availability of e-Warong location guidance, transparency for every transaction, security for every transaction that done, ability of Pendamping PKH in understanding Penerima PKH Receiver and neatness of PKH Assistant.

Keywords : Need Analysis, e-Warong, Ministry of Social Affairs, Servqual, Kano Model, Integration Servqual and Kano.