Designing a user-centred public transportation services: An integrated quality service systems approach

Amalia Suzianti, Nadhira Dhana Shafira

Research output: Contribution to journalArticlepeer-review

Abstract

Traffic congestion in Jakarta often occurs because of the imbalance between the mobilisation of citizens and the extent of using public transportation. To overcome this problem, the Indonesian Government issued a strategic plan for bus rapid transit (BRT) transportation to improve the transportation services quality. An essential component of BRT transportation is its stations; an initiative to improve BRT service quality involves improving the station services. To fulfil passenger needs and improve the BRT station services, this research recommended a service blueprint design based on the service quality, theory of inventive problem-solving (TRIZ), and quality function deployment (QFD) methods which obtained 13 recommendation solutions from 18 priority attributes along with 29 inventive principles to be mapped into the service blueprint.

Original languageEnglish
Pages (from-to)438-466
Number of pages29
JournalInternational Journal of Agile Systems and Management
Volume14
Issue number3
DOIs
Publication statusPublished - 2021

Keywords

  • Bus rapid transit station
  • Integrated service systems
  • Inventive principles
  • Public transportation services
  • QFD
  • Quality function deployment
  • Service blueprint
  • Service design
  • Service innovation
  • Service quality
  • TRIZ

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