SKRIPSI DIGITAL
First Come First Served Queuing Application Through Web-Based Reservation Platform and Supported by Kano Model to Build a Feature Portfolio at Atnava Coffee and Space = First Come First Served Queuing Application Through Web-Based Reservation Platform and Supported by Kano Model to Build a Feature Portfolio at Atnava Coffee and Space
Atnava Coffee and Space gets complaints from customers 10-15 times a month about reservations, which indicates that the place booking service is still ineffective. About this problem, this research aims to build a first come, first serve queuing application with a web-based reservation platform to make online records and improve effective ordering services. This research uses the waterfall method to build a web-based reservation with a Kano model analysis to get feature recommendations that suit customer needs. The data distributed in this study were 110 questionnaires with a return rate of 94.55% or 104, which became the sample of this research. The sample consists of respondents who have made restaurant reservations three times in the last three months. The results of this study show that the developed web-based reservation application successfully builds feature recommendations based on Kano model analysis and implements them effectively. The implemented features fall into the Must-be, One-Dimensional, Attractive, and Indifference categories. Implementing this system successfully improved the efficiency of the reservation process and reduced customer complaints that previously occurred frequently. The theoretical implications of this research make a significant contribution to the body of knowledge of the Theory of Attractive Quality, which discusses service quality based on customer assessment. The managerial implication of this research is to provide practical guidance to the management of Atnava Coffee and Space to improve ordering services according to customer needs and expectations.
Keyword : Web-based reservation, theory of attractive economy, kano model, waterfall method
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