MODEL KESUKSESAN PRODUK SANITER

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 satisfactio