PERANCANGAN ATRIBUT KEBUTUHAN LAYANAN PROGRAM PEMBINAAN GO ONLINE PADA RUMAH BUMN SUNGAI PENUH MENGGUNAKAN INTEGRASI SERVICE QUALITY DAN MODEL KANO
DOI:
https://doi.org/10.35145/kurs.v7i2.2366Keywords:
UMKM, Go Online, Service Quality, Kano Model, True Customer NeedsAbstract
Rumah BUMN (RB) is an initiative program from the ministry of State-owned Enterprises for reinforcing Micro, and Medium Enterprises (UMKM). There are several problems commonly faced by UMKM, they management problems, product problems, and financial problems. There are four classifications of coaching programs go modern, go digital, go online, and go global. Through interviews with participants of go digital following go online program completely but have not accomplished go online classification due to difficulties to understand and implement the coaching program. Therefore, these participants failed to proceed to go online classification. Based on this problem, this research conducted that aimed to determine the service needs of the online go coaching program with the method of integrating service quality and kano model with judgment sampling techniques and nonprobability sampling. The sample size was 110 respondents who met the criteria. Obtained 10 attributes of needs that become the needs of true customers that must be improved.
Rumah BUMN (RB) merupakan program inisiatif dari kementrian BUMN untuk pemberdayaan Usaha Mikro, Kecil dan Menengah (UMKM). Terdapat beberapa masalah yang umumnya dihadapi oleh UMKM yaitu: kendala manajemen, kendala produk dan kendala keuangan. Terdapat empat klasifikasi pembinaan pada RB yaitu go modern, go digital, go online dan go global. RB Sungai Penuh belum berhasil mencapai target pada klasifikasi go online. Melalui wawancara peserta pembinaan go digital yang mengikuti program pembinaan go online hingga tuntas, namun belum berhasil terjaring ke klasifikasi go online dikarenakan kesulitan untuk mengerti dan mengimplementasikan program pembinaan selama pembinaan, hal tersebut membuat peserta UMKM tidak berhasil masuk ke klasifikasi go online. Berdasarkan permasalahan tersebut, maka dilakukan penelitian yang bertujuan mengetahui kebutuhan layanan program pembinaan go online dengan metode integrasi service quality dan model kano dengan teknik sampel judgement sampling dan nonprobability sampling. Ukuran sampel 110 responden yang memenuhi kriteria. Diperoleh 10 atribut kebutuhan yang menjadi true customer needs yang harus ditingkatkan.
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