QUALITY IMPROVEMENT DESIGN OF TAMAN LALU LINTAS BANDUNG

• Main Author: Azlia Widiyadi, Via
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/43827
• Institution: Institut Teknologi Bandung

Taman Lalu Lintas Bandung is one of the tourism destination in Bandung. There are three main functions of Taman Lalu Lintas Bandung, which are: education, park, and recreation. In 2018, the number of visitors in Taman Lalu Lintas was declined. Taman Lalu Lintas has never consider the customer’s needs on every service improvement process. Therefore, Taman Lalu Lintas Bandung plan to have a revitalitation by considering the customer’s needs. The purpose of this research is to design a quality improvement for Taman Lalu Lintas bandung based on customer’s needs. The framework that is used on this research is a service life cycle that include several steps, which are: idea creation, voice of customer and business, concept development, and preliminary design. This framework is combined with Quality Function Deployment (QFD) method. The service quality model that is used on this research is THEMEQUAL. Based on the analysis with SERVQUAL and Importance Performance Analysis (IPA) matrix, there are 6 customer’s needs that will be prioritized for the improvement. The proposed solutions is designed to tackle 9 technical response that have gap with the target. The proposed solutions are: Repair and add information sign, Repair educational facilities, open space facilities, and support facilities that are not functionate well, Provide health and first aid services, Control cleanliness of the open space facilities, and Excecute safety administrative control on every rides.