Analysis of Service Quality on Customer Satisfaction Through Importance Performance Analysis and KANO Model

Customer satisfaction is the level at which perceived performance of product will match expectations a customer. PT. Astra International Tbk-Daihatsu company that runs in automotive field This study was conducted workshop division because it has very high target customer index 93. In addition, failure reaching March  represents gap between customers and company’s service. Also, employe es service spare parts get warning form letter income reduction period. The purpose this research to know attributes need be improved based on integration Importance Performance Analysis (IPA) method KANO model. results show IPA model there are 2 quadrants containing must improved. Quadrant I main priority consisting attribute 1, 5, 9, 11. On other hand, 3 categories namely attractive 2, 7, then one dimensional 3, 4, 6, 8, 10, 11, 12, 14, 15, 16, 17, 18, 19, 20, last 13. Furthermore, models carried out produce priorities From integration, found for improvement 14.