DESIGN OF EXPRESS DELIVERY SERVICE SYSTEM BASED ON MOBILE APPLICATION AND ECONOMY SHARING BUSINESS MODEL USING QUALITY FUNCTION DEPLOYMENT METHODOLOGY ( A CASE STUDY OF PT TRIPLOGIC SEMESTA RAYA)

• Main Author: MUHAMMAD MALIK - Nim: 14414045 , LAZUARDIAN
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/28570
• Institution: Institut Teknologi Bandung

<p align="justify">PT Triplogic Semesta Raya is a company that is included in the Express Delivery Services (EDS) industry in Indonesia. By using sharing economy model in its services, Triplogic plays a role as a connector between society, most notably people who needed goods delivery services and people who traveled using an airplane, train and car. Unfortunately, the current business model and ease of use that is being offered by Triplogic in goods delivery do not make the consumers satisfied and loyal to the company. In its eighth operational month, the rate of active consumer growth in Triplogic declines and in the first quartal of 2018, it experienced significance depletion by 0%. This issue indicates that Triplogic does not know what are the needs that is required to increase its customer's satisfaction, therefore customer chooses to not using its services in response to other similar competitor. <br /> <br /> The purpose of this study is to design Triplogic express delivery service system in order to increase the active user of Triplogic. In order to know/ identify the needs that will increase the customer satisfaction, Kano model will be used. Moreover, proposed methodology that is being used to service design followed service lifecycle phases, which are idea creation phase, voice of business & customer phase, concept development phase, preliminary design phase, which alltogether will be combined by using Quality Function Deployment (QFD) method. The result of the study shows that there are 17 customer needs that will affect the customer satisfaction in regard with the quality of goods delivery service and 11 technical attributes which has gaps. Proposed recommendations is a user interface on the Triplogic mobile application and business process flow in the service system of Triplogic goods delivery service.<p align="justify"> <br />