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 language | English |
|---|---|
| Pages (from-to) | 438-466 |
| Number of pages | 29 |
| Journal | International Journal of Agile Systems and Management |
| Volume | 14 |
| Issue number | 3 |
| DOIs | |
| Publication status | Published - 2021 |
UN SDGs
This output contributes to the following UN Sustainable Development Goals (SDGs)
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SDG 11 Sustainable Cities and Communities
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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