QUALITY GAP ANALYSIS OF FRONTLINE EMPLOYEES IN RAILWAY PASSENGER SERVICE
Today, service quality is a central issue in the world of service. One reason service quality has become such an important issue is that world's economy environment become a service economy. Services are so much a part of what the world produce and consume. It would be surprising if people ar...
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| Format: | Theses |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/7090 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | Today, service quality is a central issue in the world of service. One reason service quality has become such an important issue is that world's economy environment become a service economy. Services are so much a part of what the world produce and consume. It would be surprising if people are not concerned about service quality. With service excellence everyone wins. Customers win. Employees win. Management wins. Communities win. The country wins. Everybody wins. PT. Kereta Api (Persero) as single operator doesn't have enough resources to handle railway problems. To cure condition one of this government-owned corporation required a real big resource to improve human resources, train facilities and infrastructure that always reliable and has high competitiveness. The way to improve lag of railway in competition with other mode is by assessing the quality of service, is it meet people's expectation or not. One of the tools to assess quality of service is SERVQUAL method, developed by Zeithaml, Parasuraman and Berry. This method assesses the quality of service by measuring the gap that occurred in that service: gap between management's perceptions of customer expectations and actual customer expectations (Gap 1), gap between management's perceptions of customer expectations and service quality specifications (Gap 2), gap between service quality specifications and service delivery (Gap 3), gap between service delivery and external communications to customer (Gap 4) and gap between customers' perceptions and expectations. SERVQUAL methods measure those gaps in five dimensions of service quality: Tangibles, Reliability, Responsiveness, Assurance and Empathy. This research only discusses gap 1 and gap 5 on Railway Frontline Employee's service. The results of this research show that all the party involved in railway passenger service agree that the most important dimension in railway passenger service quality is the "reliability" dimension, and the least important dimension is the "tangibles" dimension. The results of this research also recommend some things that should be prioritized in developing the service quality of railway frontline employees, e.g.: improve reliability of frontline employees by conducted meeting with the management intensively, so that is not happen role ambiguity that is perceived by frontline employees. |
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