Emaputra, Andrean and Sekarjati, Kartinasari Ayuhikmatin and Susilawati, Indri (2021) The Customer Satisfaction Analysis of the Cinema during Covid-19 Pandemic using the Kano Model in Indonesia. In: The 8th Annual Conference on Industrial and System Engineering (ACISE) 2021 and 1st International Conference on Ergonomics, Safety, and Health (ICESH) 2021, 13-15 juli 2021, Semarang.
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Abstract
Most of the countries suffered from the COVID-19 pandemic, especially Indonesia. It slowed down business growth. One of them was the cinema industry. The cinemas had difficulties to reopen the business since the cinema was a place gathering many people indoor using air conditioning system and had the theatre rooms that were close and soundproof room. The conditions were hazardous for the COVID-19 transmission and opposite with the new normal procedures. This study aimed to identify customer requirements the cinema should have to get customer satisfaction during the pandemic. This study used the Kano model to classify the quality attributes of the cinema during the pandemic. The total of respondents were 251 people of Indonesian citizens and living in Indonesia. The study found one attractive quality attribute, five must-be quality attributes, one reserve quality attribute, and five indifferent quality attributes. The cinema operator should provide free gloves to the customer as an attractive quality attribute and had to require the hand sanitizer, masks and face shields, periodic disinfection, the distance between the seats, and the air conditioning system equipped with the excellent air ventilation system and regular maintenance as a must-be quality attribute. The cinema operator should provide the attributes because it would significantly affect customer satisfaction to make the customer brave and feel safe to visit the cinema.
| Item Type: | Conference or Workshop Item (Other) |
|---|---|
| Uncontrolled Keywords: | Customer Satisfaction, Cinema, COVID-19, Kano Model, Indonesia. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management |
| Divisions: | Fakultas Teknologi Industri > Teknik Industri (S1) |
| Depositing User: | Novri Aditya Nugroho |
| Date Deposited: | 24 Dec 2021 06:16 |
| Last Modified: | 24 May 2022 04:01 |
| URI: | http://eprints.akprind.ac.id/id/eprint/415 |
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