dc.identifier.citation | Anderson, E. W., 1998, Customer satisfaction and word of mouth, Journal of Service Research, 1(1), 5-17. Ashari, A., & Nurpaida, N., 2016, Mengukur Kepuasan Costumer Terhadap Kualitas Layanan Sistem Informasi Perpustakaan Stmik Akba Menggunakan Metode Kano, Jurnal Teknologi Informasi Universitas Lambung Mangkurat (JTIULM), 1(2), 43-52. Bakhtiar, A., Susanty, A., & Massay, F., 2010, Analisis kualitas pelayanan yang berpengaruh terhadap kepuasan pelanggan menggunakan metode servqual dan model kano (studi kasus: PT. PLN UPJ Semarang Selatan). J@ti Undip: Jurnal Teknik Industri, 5(2), 77-84. Basfirinci, C., & Mitra, A., 2015, A cross cultural investigation of airlines service quality through integration of Servqual and the Kano model. Journal of Air Transport Management, 42, 239- 248. Berger, C., Blauth, R., & Boger, D., 1993, ‘Kano’s methods for understanding customer customerdefined quality’’, Centre for Quality Management Science, 17(1), 66-88. Chen, L.-H., & Kuo, Y.-F, 2011, Understanding e-learning service quality of a commercial bank by using Kano's model, Total Quality Management & Business Excellence, 22(1), 99-116, doi: 10.1080/14783363.2010.532345 Hutabri, E, 2017, Penerapan Metode Kano Dalam Analisis Tingkat Kepuasan Mahasiswa Terhadap Penerepan Sistem Informasi Akademik Berbasis Web, Edik Informatika, 1(2), 55-63. Mardalis, A, 2006, Meraih loyalitas pelanggan. Benefit: Jurnal Manajemen dan Bisnis, 9(2), 111- 119. Nilsson-Witell, L., & Fundin, A., 2005, Dynamics of service attributes: a test of Kano's theory of attractive quality. International Journal of Service Industry Management, 16(2), 152-168. Parasuraman, A., Zeithaml, V. A., & Berry, L. L., 1988, Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12. Qiting, P., Uno, N., & Kubota, Y., 2011, Kano Model Analysis of Customer Needs and Satisfaction at the Shanghai Disneyland. Sauerwein, E., Bailom, F., Matzler, K., & Hinterhuber, H. H., 1996, The Kano model: How to delight your customers. Paper presented at the International Working Seminar on Production Economics. Suhartini, S., Prabowo, R., Hariastuti, N., & Rafsanjani, A., 2018, Implementation of Kano Methods to Service Quality Improved at PT. Pos Indonesia. IPTEK Journal of Proceedings Series(6). WEN, N., 2015, Guesthouse customer satisfaction analysis using quantitative kano model. Xu, Q., Jiao, R. J., Yang, X., Helander, M., Khalid, H. M., & Opperud, A., 2009, An analytical Kano model for customer need analysis. Design studies, 30(1), 87-110. | id_ID |