Integrating KANO and QFD Method in Improving Customer Satisfaction (Case study: PT. XYZ)

PT. XYZ is a private company engaged in the sale of vehicles and spare parts also car service. The problem that occurs increment customer complaints. This very contradictory to service received by customer. purpose this research produce system required customers able give satisfaction customers. study resulted ten attributes based on Kano model categorization, namely: complete facilities, comfortable waiting room temperature, indoor outdoor cleanliness, ease contacting bookings, getting schedules, long time for advisors, length time, suitability work, condition vehicle after service, payment. has 9 attributes. Technical characteristics include addition an air conditioner, online booking preparing appointments, pick-up home express maintenance explaining results work carried out advisor (SA) officers, officers accompany during payment, Maintenance Reminder Appointment (MRA) follow up