Service Performance Improvement of Airport Public Transportation (Case Study of Airport Bus in Terminal 3 Soekarno-Hatta International Airport)

DOI

10.2991/assehr.k.200303.061How to use a DOI?

Keywords

customer, service blueprint, service performance, service science system, transportation

Abstract

The Soekarno-Hatta International Airport (SHIA) is the 18th busiest airport in the world by Airport Council International in 2018 (65.7 million Pax/year). One of the common issues in the SHIA is the low-quality service of the airport public transportation. Currently, the SHIA has collaborated with several buses, trains, and taxi providers. This study took an airport bus in Terminal 3-SHIA as a case study. In the initial observation, the implementation of airport bus services was indeed not optimal, where business process failures occurred at several service points. This study aims to identify problems of airport bus transportation services by conducting qualitative analysis on service blueprints, on application-based services, interviews with several key persons, and quantitative analysis by measuring gaps in 5 dimensions of service quality (reliability, assurance, tangibles, empathy, and responsiveness), a questionnaire was delivered to 100 respondents. The items of the service quality dimensions were analyzed with Cronbach’s Alpha and statistically reliable. To find the root cause of the problem, by using Ishikawa Diagrams and 5-Why analysis. Six alternative solution programs using by the service science system approach (service-dominant logic) such as Integrated Smart Transport Mobility Apps, Redesign Service Blueprint, Fleet Management System, Role & Responsibilities Chart, Integrated People Development Program, and Digital Experience Development Program will be proposed to improve airport bus service performance.

Copyright

© 2020, 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  - Yoko Harianto
AU  - Santi Novani
PY  - 2020
DA  - 2020/03/06
TI  - Service Performance Improvement of Airport Public Transportation (Case Study of Airport Bus in Terminal 3 Soekarno-Hatta International Airport)
BT  - Proceedings of the 1st International Multidisciplinary Conference on Education, Technology, and Engineering (IMCETE 2019)
PB  - Atlantis Press
SP  - 251
EP  - 257
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.200303.061
DO  - 10.2991/assehr.k.200303.061
ID  - Harianto2020
ER  -