TY - JOUR
T1 - Designing a user-centred public transportation services
T2 - An integrated quality service systems approach
AU - Suzianti, Amalia
AU - Shafira, Nadhira Dhana
N1 - Publisher Copyright:
Copyright © 2021 Inderscience Enterprises Ltd.
PY - 2021
Y1 - 2021
N2 - 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.
AB - 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.
KW - Bus rapid transit station
KW - Integrated service systems
KW - Inventive principles
KW - Public transportation services
KW - QFD
KW - Quality function deployment
KW - Service blueprint
KW - Service design
KW - Service innovation
KW - Service quality
KW - TRIZ
UR - http://www.scopus.com/inward/record.url?scp=85120309469&partnerID=8YFLogxK
U2 - 10.1504/IJASM.2021.119045
DO - 10.1504/IJASM.2021.119045
M3 - Article
AN - SCOPUS:85120309469
SN - 1741-9174
VL - 14
SP - 438
EP - 466
JO - International Journal of Agile Systems and Management
JF - International Journal of Agile Systems and Management
IS - 3
ER -