Andrean Emaputra dan Subagyo(1*)

(1) Jurusan Teknik Industri Fakultas Teknik Universitas Gadjah Mada
(*) Corresponding Author


A company that manufactures home decorations and sanitary products has not been able to achieve the expected
production utility. This was indicated by the installed production capacity (of the sink) in 2013, which has not been
completely consumed. Therefore, studies that explore customer needs and their corresponding levels of customer
satisfaction need to be done. Achieving the desired product quality and customer satisfaction can be an entrance
for achieving higher sales. This study was conducted in several stages, with the sink selected as the type of product
for the research object. First, the quality attributes of the sink were identified. Second, the importance levels of
the quality attributes were searched by questionnaires. Third, the sink quality attributes were grouped into the
classification of quality attributes by the Kano model. This study gave some results. First, 90% of the average
importance level of the sink quality attributes were between ‘important’ and ‘extremely important’. Second, the
survey that used the Kano model indicated that (1) ‘performance’ was a must-be quality attribute, (2) ‘aesthetics’
was not an indifferent quality attribute from ‘attractiveness’, except for ‘excellence drainage’, which was classified
into a must-be quality attribute, (3) features could improve customer satisfaction quickly through ‘the sink price
is competitive’, (4) the ‘durable sink color’ and ‘scratch resistant’ attributes can increase customer satisfaction, (5)
‘materials that are for maintenance are included when buying the sink’ could increase consumer satisfaction very
quickly, and (6) the higher the reputation of the company, the higher the customer satisfaction


Product success, Kano model, Sanitary, Sink

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