DESIGN SERVICE FACILITIES USING SERVICE SCIENCE PERSPECTIVE : PREMIUM GOLF CAR SERVICE AT SOEKARNO HATTA INTERNATIONAL AIRPORT

• Main Author: Karyadi, Heru
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/42805
• Institution: Institut Teknologi Bandung

PT. Angkasa Pura II (AP2) has introduced some passenger services in order to provide a reliable, consistent and enjoyable travel experience and comfort to all customers with modern technology. Practically, all services need operational cost to operate all services every day and some assets still need to be optimized. Meanwhile this service includes non-aero services which currently non-aeronatic revenue (30%) is still smaller than aeronatic revenue (70%).Thus, the passengers services still need to optimized to upgrade to the premium level so that can increase non-aeronatic revenue. This thesis will examine and analyze how the idea of creating business unit as an asset optimization using the service science framework. Based on service science frame work, the author has analyzed the provider and customer perspectives as well as the root cause of AP2 in order to identify all problems, gaps, and customer needs. The author uses Service Blueprint Analysis and Business Model Canvas for provider perspective and for customer perspective the author PESTEL analysis, and benchmarking model. To conclude and make sure the gaps, the author used root cause analysis and SWOT Analysis. After conducting the analysis, the problems were found that policy, procedure and plant are factors that influence the service from provider perspective. Then, from customer perspective was found that queue process, price, appearance, and hospitality are priority as a service gap. Three business solutions were proposed as business process improvement to improve service delivery performance using functional strategy and proposed alternative solution based on rootcause analysis through value co-creation process, To make a detail program, the author used value orchestration platform with involvement, curation and empowerment program which proposed experience, virtual interaction, and self service of the premium golf car service.