Detail ANALISIS KUALITAS PELAYANAN TRANSJAKARTA DENGAN INTEGRASI KONSEP SERVQUAL DAN KANO KE DALAM QFD Bibliografi Author: CAROLINA, TANIA ; Prasetya, Wibawa (Advisor) Topik: TransJakarta; Servqual; Kano Model; Quality Function Deployment Bahasa: (ID )     Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2018     Jenis: Theses - Undergraduate Thesis Fulltext: 26-TANIA Carolina-2014043163.pdf (4.09MB; 37 download) Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: Non-tandon: tidak ada Tandon: 1  Lihat Detail Induk Abstract Indonesia is the country with the fourth largest population in the world. This will certainly increase the need for transportation services in Indonesia. It is proven that Jakarta as the capital city of Indonesia became the most crowded with traffic city ranked 22nd in the world. One of the solution that the Indonesian government offers is with the TransJakarta procurement, but unfortunately the targeted 2590 fleets that was targeted by the government only fulfilled by 50% so it affects the service quality that is given by the TransJakarta, and in the end it will also affects to the TransJakarta’s customer satisfaction. The purpose of this research is to identified the service attribute, customer satisfaction measuring, categorize service attributes, and also analyze the action plan that need to be taken by TransJakarta. Analyzing the service quality of TransJakarta will be done with some tools which are Servqual, Kano Model and Quality Function Deployment. Servqual method will generate gap value that serves to measure the level of user satisfaction based on questionnaires distributed to a number of respondents. The number of respondents is 145 respondents from the total population of TransJakarta users. Kano model will result in categories of service attributes based on its effect on user satisfaction. Meanwhile QFD will produce a house of quality which is useful to know the priority of technical response in order to improve the quality of TransJakarta service. The conclusion of this research is that TransJakarta users are not satisfied with the quality of service provided. So the suggestions that can be given to the TransJakarta is increasing the number of TransJakarta fleet, monitoring the performance of the TransJakarta fleet, affirming the rules of the use of the busway lane and some other action plans. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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