IMPROVEMENT DESIGN FOR SERVICE QUALITY OF PUBLIC TRANSPORTATION MASS RAPID TRANSIT JAKARTA

• Main Author: Rangga Ramadhani, Adhitia
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/46335
• Institution: Institut Teknologi Bandung

Moda Raya Terpadu (MRT) Jakarta is a new public transportation system that has been made by Provincial Government of DKI Jakarta for decreasing the level of traffic jam in DKI Jakarta. Since the opening, MRT Jakarta always tried to improve the service of quality to meet the service quality standard that has been given by Provicial Government of DKI Jakarta and also to maintain the customer satisfaction. During the implementation of quality improvement, there were many problems that MRT Jakarta had to handle. The problems were summarized in the improvement procedure document. Therefore, MRT Jakarta planned to design the improvement by considering the constraint in the improvement procedure document. The purpose of this study is to design improvements for service quality of MRT Jakarta by considering the quality standard and passenger complaints. The basic model used in this this study is Model for Measuring Passenger Satisfaction and Assessing Mass Transit Quality. This model produces quality attributes that need to be improved. By using thing model, this study obtained 8 priority attributes to be repaired which then identified using House of Quality. The proposed improvement plan was obtained by identifying 52 techincal responses taken from service quality standard of MRT Jakarta. The resulting improvement design includes adding automatic ticket machine features, reducing manual window counters procedures, combining barcode scanners with tap ticket machines, implementing electronic data capture, providing ATMs, adding inspection officers and assistive devices, arranging inspection lanes, using additional musala room, and adding exit information board