DESIGN OF SHUTTLE BUS SERVICE BANDUNG JATINANGOR PT TRANS GEULIS TRAVEL BY USING QUALITY FUNCTION DEPLOYMENT

• Main Author: ANNISAA (NIM : 14413009), TIARA
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/31298
• Institution: Institut Teknologi Bandung

<p align="justify">PT Trans Geulis Travel is an inter-city transportation service company. There are some services that provided by PT Trans Geulis Travel, one of them is Bandung-Jatinangor transportation service. There are other companies working on the same service and PT Trans Geulis Travel hasn't been able to be dominate in this very market. There are 3 approaches to increase market power, one of which is quality improvement. Thus, PT Trans Geulis Travel commited on improving its service quality <br /> <br /> This research will be aimed on PT Trans Geulis Travel business services. The goal of this research is to identifiy the customer's needs and propose conceptual improvements so that customer's needs can be fulfilled. Research metodology will be based on service life-cycle such as problem identification, voice of customer, concept development, and preliminary design. <br /> <br /> Concept solution formation and development will be generated by Quality Function Deployment (QFD) Method. Service attributes reviewed in this research is based on customized SERVQUAL quality attributes for mass transportation service. Kano Model will also be used in this research as attributes categorizer to several customer needs level. This categorization will be used to service development. <br /> <br /> The result of this categorize process are 13 customer needs performance-related needs and one must-be-fulfilled needs. Those needs then will be prioritized and analyzed to obtain service solution which help company to ensure customer satisfaction. Concept mapping on this research is using morfology map, and produced 3 concepts. Next, solution concept is selected by Pugh Method. Based on selected concept, 8 service solutions is generated to improve the service of PT Trans Geulis Travel<p align="justify">