THE DESIGN OF MOBILE APPLICATION-BASED TRAVEL SHUTTLE TICKET BOOKING SERVICE USING QUALITY FUNCTION DEPLOYMENT (CASE STUDY: TIKETUX)

• Main Author: AMANDA BARKI, ROSSA
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/43071
• Institution: Institut Teknologi Bandung

PT Trans Berjaya Khatulistiwa is a developer company for a mobile-based application named Tiketux, a marketplace which provides several travel shuttle options and ticket reservation in one platform. In the first semester of 2019, Tiketux has experienced declined number of transactions reaching 2,687 accumulatively compared to the same period in 2018. Throughout its operations, Tiketux has never, even for once, conducted a dedicated research in measuring their customers’ satisfaction, causing every improvement for the application is limitedly made to resolve customers’ complaints. Therefore, this issue indicates that Tiketux has little knowledge about its application’s quality and customers’ needs that are necessary to be fulfilled to increase their satisfaction. This research’s intention is then to provide improved Tiketux application design which can increase its quality and fulfill customers’ needs. The framework used in this research refers to service life cycle that consists of four main stages including idea creation, voice of business and customer, concept development, and preliminary design. Customers’ needs are determined based on Kano Model classifications which then followed by designing phase using Quality Function Deployment (QFD). Quality assessment model used in this research is a quality model for online travel agencies. Research results conclude that there are 16 customers needs worth of consideration and 13 technical responses which targets require to be met in designing Tiketux application. The mobile application design proposed consists of suggestion feature for travel shuttle ticket, direct error warning, additional travel shuttle information, transactions history date-based search feature, direct amendment of departure time service, direct refund service, and in-app customer service feature.