Title: Designing a user-centred public transportation services: an integrated quality service systems approach

Authors: Amalia Suzianti; Nadhira Dhana Shafira

Addresses: Faculty of Engineering, Department of Industrial Engineering, Universitas Indonesia, Depok, West Java, 16424, Indonesia ' Faculty of Engineering, Department of Industrial Engineering, Universitas Indonesia, Depok, West Java, 16424, Indonesia

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.

Keywords: service design; integrated service systems; public transportation services; bus rapid transit station; service innovation; service blueprint; service quality; TRIZ; inventive principles; QFD; quality function deployment.

DOI: 10.1504/IJASM.2021.119045

International Journal of Agile Systems and Management, 2021 Vol.14 No.3, pp.438 - 466

Received: 30 Sep 2020
Accepted: 10 Jun 2021

Published online: 15 Nov 2021 *

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