Measuring Client Satisfaction Level From Migration Manual Reconciliations system to Automatic Reconciliations system In Bank Danamon Indonesia Using Kano Model

Abstract

In banking industry, reconciliation software can help you rise to a range of regulatory, business and operational challenges. In this new, challenging operational environment, an automated reconciliation strategy has proved to be a mandatory system to help reduce costs and risk, to achieve compliance and improve transparency, efficiency and scalability. But migrating system is a big project, And like other big projects, sometimes the result are not satisfactory, to measure client satisfaction on this project, we use Kano Model to measure it, a theory of customer satisfaction and product development developed by Professor Noriako Kano in 1980.