A Model of Increasing the Service Quality of Public Transportation Based on Quality Function Deployment

DOI

10.2991/icobame-18.2019.29How to use a DOI?

Keywords

model developing; BRT; service quality; quality function deployment

Abstract

This research is aimed at analyzing the priorities for the consumer’s requirements of BRT Trans Semarang Corridor II in six different shelters. Ninety six respondents were selected based on the non-probability sampling with purposive sampling technique. The primary data were gathered in questionnaire, while the secondary data were collected from literary data. The research also involves some assessments supported by Public Service Agent of Trans Semarang aiming at reinforcing the assessment from the consumers. The priorities for the consumer’s requirements were analyzed using Importance Performance Analysis (IPA) and Quality Function Deployment (OFD) methods. The IPA results indicate that the highest priority required by the consumers is punctuality of arrival. The OFD results show that the highest priority required by the consumers is being free from traffic jam. Differences in the results were caused by the difference in the perception made by the consumers and the management pertaining to the service quality given by BRT Trans Semarang Koridor II. Thus, BLU Trans Semarang should better the two attributes that they may develop their service quality, which is in line with the management’s vision “Providing professional, independent, credible, continuous, and economical service.”

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Rokh Eddy Prabowo
AU  - Anwar Mansyur
AU  - Zulkifli Aulia Rakhman
PY  - 2019/07
DA  - 2019/07
TI  - A Model of Increasing the Service Quality of Public Transportation Based on Quality Function Deployment
BT  - Proceedings of the International Conference on Banking, Accounting, Management, and Economics (ICOBAME 2018)
PB  - Atlantis Press
SP  - 131
EP  - 135
SN  - 2352-5428
UR  - https://doi.org/10.2991/icobame-18.2019.29
DO  - 10.2991/icobame-18.2019.29
ID  - Prabowo2019/07
ER  -