IMPROVEMENT DESIGN OF TRANSPORTATION SERVICE IN PT CITRA MAHARLIKA LINTAS WAHANA

• Main Author: MANURUNG, YANTY
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/24762
• Institution: Institut Teknologi Bandung

The increasing frequency of travelling from Bandung to Jabodetabek (Jakarta-Bogor-Depok-Tangerang-Bekasi) due to infrastructure development, such as intercity road, like Cikampek-Purwakarta-Padalarang (Cipularang) toll road is a promising business opportunity for transportation service companies. This condition encourages the emergence of intense business competition between those companies. One of the companies involved in such intense competition is PT Citra Maharlika Lintas Wahana or PT CMLW, which offers Lintas Shuttle services. <br /> <br /> <br /> Currently, PT CMLW is not the market leader of transport service providers in Bandung. In order to win the business competition and seize the market share, PT CMLW is expected to improve its transportation services in accordance with the passengers' expectations. Therefore, this study aims to design the transportation service’s improvement based on passengers’ expectations. To design the transportation service’s improvement, this study applys several methods, such as Kansei Engineering method, which is used to identify passengers’ emotional needs; SERVQUAL model to measure and describe the passengers’ experience; Kano model to classify service attributes based on the level of generated satisfaction; Service Blueprint to delineate the service process. <br /> <br /> <br /> Based on the research results, it is known that there are 8 main attributes that must be improved, such as the ease of tickets booking, Customer Service Officers (CSO) provide services to passengers appropriately, Valet Officer and CSO’s behavior create trust for passengers, the company always provides updated information about service availability and price changes, Valet Officer is always polite, and the drivers have in-depth knowledge of their jobs. There are 3 recommendations for these attributes’ improvement, such as evaluating the quality of the information system, providing information on service availability and price changes through X-Banner, Banner, Flyer, or through announcement on online ordering information systems, and conducting training and development programs for CSOs, Valets Officer, and driver. <br />