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/).
Cite this article
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 -