Strategy of service quality improvement for commuter line Jabodetabek train using integration methods of SERVQUAL and Kano Model into house of quality

Fauzia Dianawati, Hilman Hanif, Lita Maiciptaani

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

2 Citations (Scopus)

Abstract

Many problems in Commuter Line Jabodetabek services forces PT. KAI Commuter Jabodetabek to improve service quality in order to provide satisfaction for customers and increasing the number of Commuter Line Jabodetabek passenger. In this study, the quality of Commuter Line Jabodetabek services are evaluated by using SERVQUAL method and service quality attributes are categorized using the Kano Model according to their effects on customer satisfaction. Furthermore, House of Quality is used to obtain the strategies to improve service quality. The findings of SERVQUAL shows that there are 23 service quality attributes with negative SERVQUAL gap and only 1 service quality attributes with positive SERVQUAL gap. The findings of Kano Model shows that 5 service quality attributes are categorized as attractive, 2 service quality attributes are categorized as one-dimensional, 11 service quality attributes are categorized as must-be and 6 service quality attributes are categorized as indifferent. Furthermore, there are 17 service quality attributes that prioritized to be improved and these 17 service quality attributes are translated into technical requirements to obtain the appropriate service quality improvement strategies by using House of Quality. The findings of HoQ, there are 29 strategies and addition of rail track at transit station is a strategy with the highest priority to be developed.

Original languageEnglish
Title of host publication2nd International Conference on Science, Mathematics, Environment, and Education
EditorsNurma Yunita Indriyanti, Murni Ramli, Farida Nurhasanah
PublisherAmerican Institute of Physics Inc.
ISBN (Electronic)9780735419452
DOIs
Publication statusPublished - 18 Dec 2019
Event2nd International Conference on Science, Mathematics, Environment, and Education, ICoSMEE 2019 - Surakarta, Indonesia
Duration: 26 Jul 201928 Jul 2019

Publication series

NameAIP Conference Proceedings
Volume2194
ISSN (Print)0094-243X
ISSN (Electronic)1551-7616

Conference

Conference2nd International Conference on Science, Mathematics, Environment, and Education, ICoSMEE 2019
Country/TerritoryIndonesia
CitySurakarta
Period26/07/1928/07/19

Keywords

  • Commuter Line Train
  • House of Quality
  • Kano Model
  • service quality
  • SERVQUAL
  • strategy

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