CUSTOMER’S EXPECTATION STUDY TOWARDS BANDUNG METRO CAPSULE’S SERVICE QUALITY

• Main Author: Anwar (19015082), Farid
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/27174
• Institution: Institut Teknologi Bandung

Transportation can be defined as a tool for moving people and goods from point to point to fulfill any needs that can give benefit in space and time. To reach their destination, people can use city bus, trains, bicycle, ferries, and airlines as public transportation. Lack of adequate public transportation in Indonesia that support the activities of citizens is still become a big concern for the government. As developing country, Indonesia is still improving their public transportation system until now in some cities. Management of Public transportation is very important in developing public transportation especially service quality. Bandung city as capital of West Java will have Bandung Metro Capsule a concept of LRT. Bandung Metro Capsule is expected to reduce the congestion that already occurs in the city, it causes problem in many aspects of citizens life such as environment, healthy, and economy. <br /> <br /> This study aims to identify the customer’s expectation of Bandung Metro Capsule’s service quality and give the most appropriate recommendation of service quality based on the dimension of SERVQUAL. This research using SERVQUAL as the framework of the questionnaire and spread them to more than 100 respondents through online form only. <br /> <br /> Data analysis is showing by describe the customer’s expectation with descriptive analysis, and use reliability test and validity test for each dimension of SERVQUAL, then use T-test and one-way ANOVA to identify the significant difference or effect between respondent’s profile and dimension of SERVQUAL. <br /> <br /> The result of the data analysis show that customer’s expectation of Bandung Metro Capsule’ service quality has focus on Empathy dimension especially on item the service for disable person, elderly, pregnant mother, mother with toddler. After that followed by Tangible dimension on item waiting room at the station and Reliability dimension on item the same ticket price in app/web and ticket counter. This result of this study can be useful for recommendation about concept the commercialization of Bandung Metro Capsule.