The Mapping of Refined Sugar Consumers' Preferences using the Kano Method Based on the Supply Chain Operation Reference (SCOR) Dimensions

Abstract

In today's era of globalization , goods distribution of services / products to consumers is one of the important things considered by companies. The distribution service of products to consumers is one key to the success of a company , because when customer satisfaction is not considered,  the loyalty of consumers will turn to other companies which are able to meet their satisfaction. So, as an industry, the administrators should consider and develop the factors that affect customer satisfaction / user industrial so that the supply chain of the businesses still exis, sustainable and trusted by the consumers. The objective of this study is to investigate the performance of the supply chain companies / refined sugar mills that provide satisfaction to the consumer manifested in the Kano category. The second objective is to compare the results of the mapping of consumers (user industries) with the management of the factory / company (administrator industries). The instrument used to measure was a questionnaire which consists of functional question and dysfunctional question grouped in 5 dimensions SCOR (plan, source, make, deliver and return). The results say that industrial users respondents / consumers choose a category attractive to plan dimensions , one dimensional categories for the third dimension is the source , make, and deliver and must be category to the dimensions of the return. Meanwhile, according to industry managers, the SCOR’s all five dimensions with a one dimensional category are chosen.

Keywords : Kano categories, SCOR dimensions, consumers’ satisfaction