PERANCANGAN PERBAIKAN KUALITAS JASA TRANSPORTASI UMUM KRL COMMUTER LINE

• Main Author: Ruth A. Butar Butar, Eunike
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/83317
• Institution: Institut Teknologi Bandung

KRL Commuter Line public transportation system plays a crucial role in the mobility of residents in the Greater Jakarta area (Jabodetabek). However, the current service quality often leads to passenger complaints regarding comfort, reliability, and other facilities. This study aims to evaluate the existing service quality and design service quality improvements for KRL Commuter Line to enhance passenger satisfaction. The research methodology involves an integrative approach that includes Kansei Engineering analysis, service blueprint, Kano model, SERVQUAL model, and TRIZ. The service blueprint is used to model the service process and identify service attributes that affect user experience. Kansei Engineering is used to understand passengers' emotional needs and preferences. The Kano model helps categorize service attributes based on their impact on passenger satisfaction. The SERVQUAL model evaluates service quality based on dimensions of reliability, responsiveness, assurance, empathy, and physical facilities. TRIZ is used to formulate improvement solutions for the identified problems. The research results indicate that all service attributes of KRL Commuter Line have not yet satisfied or met the emotional needs of passengers. Based on the importance of improvements, three service attributes are prioritized: the KRL/C Access system, staff attentiveness to passenger needs, and ticket sales. Therefore, six service quality improvement designs based on the TRIZ method are proposed.