Designing a user-centred public transportation services: an integrated quality service systems approach Online publication date: Thu, 18-Nov-2021
by Amalia Suzianti; Nadhira Dhana Shafira
International Journal of Agile Systems and Management (IJASM), Vol. 14, No. 3, 2021
Abstract: Traffic congestion in Jakarta often occurs because of the imbalance between the mobilisation of citizens and the extent of using public transportation. To overcome this problem, the Indonesian Government issued a strategic plan for bus rapid transit (BRT) transportation to improve the transportation services quality. An essential component of BRT transportation is its stations; an initiative to improve BRT service quality involves improving the station services. To fulfil passenger needs and improve the BRT station services, this research recommended a service blueprint design based on the service quality, theory of inventive problem-solving (TRIZ), and quality function deployment (QFD) methods which obtained 13 recommendation solutions from 18 priority attributes along with 29 inventive principles to be mapped into the service blueprint.
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