The Use of Kano Model to Find the Satisfaction Assessment on the Attributes of an Infant Incubator Product: A Case Study of APrivate Hospital
Authors: Tarigan Ukurta , Ginting Rosnani , Siregar Ikhsan 
Published: July 2019

The postneonatal standard procedure states that newborns must be put in an incubator for a certain period of time according to the infant’s health level. From survey data obtained at hospitals in “X” City, it is known that the number of babies born and prematurely in public hospitals every month from April to September 2014 was 51 babies. It is concluded that the use of infant incubator is quite high, then the quality of available infant incubator will certainly affect the service quality. However, we found complaints from doctors and nurses. It indicates customer dissatisfaction with infant incubator products in the hospital. Generally, complaints about the infant incubator is in an inappropriate design. In order to understand the source of complaints from users, researchers try to find out firsthand how the user views the attributes of baby incubator products. Therefore, Kano model was used to determine the customer satisfaction. Through the distribution of questionnaires obtained seven product attributes that are considered crucial. From the calculation results seen that there are one attributes that are in the category Attractive, three attribute that is in the category One dimensional, and three attributes that are in Must be category. Improvements to the next phase can be focused on important attributes assessed to be improved. The postneonatal standard procedure states that newborns must be put in an incubator for a certain period of time according to the infant’s health level. From survey data obtained at hospitals in “X” City, it is known that the number of babies born and prematurely in public hospitals every month from April to September 2014 was 51 babies. It is concluded that the use of infant incubator is quite high, then the quality of available infant incubator will certainly affect the service quality. However, we found complaints from doctors and nurses. It indicates customer dissatisfaction with infant incubator products in the hospital. Generally, complaints about the infant incubator is in an inappropriate design. In order to understand the source of complaints from users, researchers try to find out firsthand how the user views the attributes of baby incubator products. Therefore, Kano model was used to determine the customer satisfaction. Through the distribution of questionnaires obtained seven product attributes that are considered crucial. From the calculation results seen that there are one attributes that are in the category Attractive, three attribute that is in the category One dimensional, and three attributes that are in Must be category. Improvements to the next phase can be focused on important attributes assessed to be improved. The postneonatal standard procedure states that newborns must be put in an incubator for a certain period of time according to the infant’s health level. From survey data obtained at hospitals in “X” City, it is known that the number of babies born and prematurely in public hospitals every month from April to September 2014 was 51 babies. It is concluded that the use of infant incubator is quite high, then the quality of available infant incubator will certainly affect the service quality. However, we found complaints from doctors and nurses. It indicates customer dissatisfaction with infant incubator products in the hospital. Generally, complaints about the infant incubator is in an inappropriate design. In order to understand the source of complaints from users, researchers try to find out firsthand how the user views the attributes of baby incubator products. Therefore, Kano model was used to determine the customer satisfaction. Through the distribution of questionnaires obtained seven product attributes that are considered crucial. From the calculation results seen that there are one attributes that are in the category Attractive, three attribute that is in the category One dimensional, and three attributes that are in Must be category. Improvements to the next phase can be focused on important attributes assessed to be improved. The postneonatal standard procedure states that newborns must be put in an incubator for a certain period of time according to the infant’s health level. From survey data obtained at hospitals in “X” City, it is known that the number of babies born and prematurely in public hospitals every month from April to September 2014 was 51 babies. It is concluded that the use of infant incubator is quite high, then the quality of available infant incubator will certainly affect the service quality. However, we found complaints from doctors and nurses. It indicates customer dissatisfaction with infant incubator products in the hospital. Generally, complaints about the infant incubator is in an inappropriate design. In order to understand the source of complaints from users, researchers try to find out firsthand how the user views the attributes of baby incubator products. Therefore, Kano model was used to determine the customer satisfaction. Through the distribution of questionnaires obtained seven product attributes that are considered crucial. From the calculation results seen that there are one attributes that are in the category Attractive, three attribute that is in the category One dimensional, and three attributes that are in Must be category. Improvements to the next phase can be focused on important attributes assessed to be improved.