Applying Kano's Model to Analyze the Tourism Region of the Public Transportation Service Quality-Liujia Railway Station to Neiwan Scenic Area Case Study

2012 ◽  
Vol 4 (19) ◽  
pp. 489-495 ◽  
Author(s):  
HsiangSheng Lin ◽  
LiYang Hsieh ◽  
ChangCheng Huang
Keyword(s):  
Service Quality ◽  
Public Transportation ◽  
Railway Station ◽  
The Public ◽  
Transportation Service ◽  
Kano’S Model

scholarly journals PENERAPAN MODEL INTEGRASI FUZZY SERVQUAL-IPA-QFD DALAM ANALISIS KUALITAS LAYANAN STASIUN GAMBIR

2021 ◽  
Vol 5 (1) ◽  
pp. 181
Author(s):  
Ronald Sukwadi ◽  
Priskilla Putri Josua ◽  
Hendy Tannady
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Public Transportation ◽  
Quality Function Deployment ◽  
Railway Station ◽  
Quality Function ◽  
Transportation Service ◽  
To Receive ◽  
Central Station

Public transportation has been regarded as one of the most sustainable forms of transport in Indonesia. Indonesian Railways serves as one of choice transportation mode and the biggest transportation service company. Gambir Central Station is the busiest railway platform where large number of people spend considerable amount of time, while waiting to board a train, alighting from a train, to receive/ send off a passenger, or to buy a ticket. The passengers must have a satisfactory experience of the amenities available at platforms, irrespective of their duration or purpose of stay at a railway station. This study aims to assess the satisfaction level of the passengers and to improve the existing service quality of the station. The integrated model of fuzzy SERVQUAL, IPA and QFD is applied in this study. The fuzzy SERVQUAL is used to assess the level of passengers’ satisfaction. Furthermore, the Importance Performance Analysis (IPA) method is used to find out the attributes that must be improved. The Quality Function Deployment (QFD) method is used to determine the appropriate efforts/strategies to improve those attributes. To meet the passengers’ needs, Gambir Central Station should install a hygiene signboard, conduct training of officers, and add greening areas. Keywords: Service quality, Fuzzy SERVQUAL, IPA, QFD, Railway station AbstrakAngkutan umum telah dianggap sebagai salah satu bentuk transportasi paling berkelanjutan di Indonesia. Kereta Api Indonesia menjadi salah satu moda transportasi pilihan dan perusahaan transportasi terbesar. Stasiun Gambir adalah stasiun tersibuk di mana banyak orang menghabiskan banyak waktu, menunggu untuk naik kereta, turun dari kereta, keluar/masuk penumpang, atau membeli tiket. Penumpang harus memiliki pengalaman yang memuaskan tentang fasilitas yang tersedia di stasiun, terlepas dari durasi atau tujuan mereka tinggal di stasiun kereta api. Penelitian ini bertujuan untuk menilai tingkat kepuasan penumpang dan meningkatkan kualitas pelayanan stasiun yang ada. Model terintegrasi fuzzy SERVQUAL, IPA dan QFD diterapkan dalam penelitian ini. Fuzzy SERVQUAL digunakan untuk menilai tingkat kepuasan penumpang. Selanjutnya, Importance Performance Analysis (IPA) digunakan untuk mengetahui atribut-atribut yang harus ditingkatkan. Metode Quality Function Deployment (QFD) digunakan untuk menentukan upaya/strategi yang tepat untuk memperbaiki atribut tersebut. Untuk memenuhi kebutuhan penumpang, Stasiun Gambir harus memasang papan tanda kebersihan, melakukan pelatihan petugas stasiun, dan melakukan penambahan area penghijauan.

scholarly journals Determinants of satisfaction with campus transportation services: Implications for service quality

2016 ◽  
Vol 10 (1) ◽  
Author(s):  
Felix Charbatzadeh ◽  
Udechukwu Ojiako ◽  
Maxwell Chipulu ◽  
Alasdair Marshall
Keyword(s):  
Service Quality ◽  
Public Transportation ◽  
Critical Element ◽  
Financial Loss ◽  
Transportation Services ◽  
Transportation Service ◽  
Service Engagement ◽  
Managerial Attention ◽  
Determinants Of Satisfaction ◽  
Bus Transportation

Background: In a number of countries, buses are a critical element of public transportation, providing the most inclusive and sustainable mode of transportation to all forms of citizenry, including staff and students of universities.Objectives: The study examines the determinants of satisfaction with campus bus transportation. The article is primarily discursive and based on the synthesis of existing service literature supported by data obtained from a survey of 847 respondents.Method: Structural equation modelling is undertaken using AMOS 19, allowing for the examination of compound relationships between service engagement variables.Results: Results show statistically significant differences between perceived service quality and travel routes. The authors argue that managerial attention to service user experiences does not only hold the key to ongoing competitive success in campus transportation services but also that those services can be significantly enriched through greater managerial attention to the interface between risk of financial loss (which increases when the campus bus transportation service provider becomes less able to compete) and service quality.Conclusion: The authors argue that if providers of campus bus transportation services are to rise to their service delivery challenges and also maintain or improve upon their market positions, they must conceptualise their services in a manner that takes into consideration the two-way interrelationship between risk of financial loss and service quality. It must also be noted that, although this study may have relevance for firm–firm scenarios, its focus is primarily on service supplier firm–customer service engagements.Keywords: Modelling; Transportation; Service

scholarly journals Study on the Difficulties of Building a Service-oriented Government——A Case Study on the Satisfaction of Public Service Quality of Guizhou Province in 2019

2021 ◽  
Vol 235 ◽  
pp. 02031
Author(s):  
Siyue Liu
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Guizhou Province ◽  
The Public ◽  
Key Points ◽  
Steady Improvement ◽  
Service Oriented ◽  
Speed Up

This paper explores the difficulties of building a service-oriented government by taking the evaluation results of public service satisfaction of Guizhou province in 2019 as an example. This paper finds that building a service-oriented government is the process of improving the quality of public service in an all-round way. With the steady improvement of the public service quality in China, the public’s expectation of the public service quality has been improved by changing from the original “yes or no” to the current “good or not”. In order to speed up the construction of service-oriented government, government departments should pay attention to the change of public demand and take the comfort, richness and transparency of public service as the key points of quality improvement.

scholarly journals Elderly Users’ Satisfaction with Public Transport in Thailand Using Different Importance Performance Analysis Approaches

2020 ◽  
Vol 12 (21) ◽  
pp. 9066
Author(s):  
Methawadee Chaisomboon ◽  
Sajjakaj Jomnonkwao ◽  
Vatanavongs Ratanavaraha
Keyword(s):  
Performance Analysis ◽  
Public Transport ◽  
Public Transportation ◽  
Gap Analysis ◽  
Adult Population ◽  
The Elderly ◽  
Transportation Services ◽  
The Public ◽  
Transportation Service ◽  
Elderly Users

Due to the rapid increase in population and the change in age structure toward the elderly, the phenomenon of societal ageing is being witnessed in many countries. The elderly travel less than the adult population due to decreasing mobility with an increasing age. In this study, we aimed to analyze the expectations and satisfaction of public transport users in Thailand using traditional importance performance analysis (IPA), gap analysis, and IPA integrated with competitor performance. We aimed to explain the differences in the analysis results produced by the three methods. The data were obtained from surveying 2250 elderly and 450 non-elderly adults. This study presents guidelines for improving the public transport service quality in Thailand to meet user needs. The results of this research showed that each approach provides its own distinctive aspects and theoretical differences, which lead to different interpretations. The results from the three approaches showed that equipment that increases safety for public transportation service users is an important factor for all elderly passengers that must be improved. Public transportation services in different regions should be developed to provide more reliable and regular services.

scholarly journals KESEJAHTERAAN MASYARAKAT DARI PERSPEKTIF ASHABIYAH IBNU KHALDUN

2020 ◽  
Vol 7 (11) ◽  
pp. 2192
Author(s):  
Anantasena Indra Wicaksono ◽  
Siti Inayatul Faizah
Keyword(s):  
Public Transportation ◽  
Service Providers ◽  
Equity Theory ◽  
Qualitative Approach ◽  
Case Study Method ◽  
Ibn Khaldun ◽  
Transportation Service ◽  
Religious Tourism ◽  
The Government

ABSTRAKJumlah pengunjung di wisata Sunan Giri sejak tahun 2017 hingga 2019 mengalami peningkatan, sehingga membuat pendapatan rata-rata harian yang diperoleh pengemudi dokar cukup tinggi yaitu kurang lebih 400.000 rupiah di hari kerja, sedangkan di akhir minggu atau musim libur bisa mencapai dua kali lipatnya. Penelitian ini bertujuan untuk menganalisis keadilan sosial dan kesejahteraan anggotan paguyuban di wisata religi Sunan Giri berdasarkan prinsip ashabiyah melalui circle of equity Ibnu Khaldun. Penelitian ini menggunakan kualitatif deskriptif dalam menganalisis permasalahan. Wawancara dilakukan kepada lima anggota paguyuban di wisata Sunan Giri, yang terdiri dari kusir dokar, wakil ketua paguyuban, dan informan kunci. Hasil penelitian menemukan bahwa tingkat keadilan sosial dan kesejahteraan paguyuban wisata Sunan Giri menurut teori Ibnu Khaldun melalui ashabiyah dan circle of equity yang masih rendah. Hasil penelitian diperkuat diperkuat dengan penambahan analisis penelitian melalui triangulasi dengan teori Al Ghazali.                Keywords: Kesejahteraan Islam, Ibnu Khaldun, Circle of Equity, Ashabiyah ABSTRACTThe purpose of this study is to find out how the welfare of traditional public transportation service providers in the Sunan Giri religious tourism area in the perspective of Ibn Khaldun. The approach used in this study uses a qualitative approach. This type of research is a case study method. The results showed that Ibn Khaldun's thought in the Circle of Equity theory of a person's level of welfare could be measured through Sharia values, so that when the providers of doctoral services in the Sunan Ampel religious tourism area performed obligatory prayers at the mosque and performed alms. Ashabiyah badawah-based economies are also applied in this community, because people tend to have a goal to save for the future in the hope of providing something more for their offspring later. The value of their wealth has not been able to share their wealth with fellow believers because it is only enough for themselves and is still classified as a prosperous family in stage III. in fact the circle of equity theory experienced a setback which increasingly troubled and kept the community from the word prosperous because the government did not want to be involved in the process of welfare for its people.Keywords: Islamic Welfare, Ibnu KHaldun, Circle of Equity, Ashabiyah

scholarly journals ALGORITMA GENERATE AND TEST UNTUK OPTIMALISASI MASALAH RUTE PERJALANAN

2021 ◽  
Vol 4 (2) ◽  
pp. 106-114
Author(s):  
Khairunnisak Khairunnisak ◽  
Dina Fajar Sulistiyani ◽  
Zezya Ramadhany
Keyword(s):  
Public Transportation ◽  
Heavy Traffic ◽  
Optimal Route ◽  
Traffic Jam ◽  
The Public ◽  
Central Java ◽  
Urban City ◽  
Transportation Service ◽  
Test Algorithm

The common of urban city problem is a traffic jam, and it is heavily affect the public transportation service quality. Many cities in tropical countries suffer of heavy traffic jam due to the populaition of motorbike. According to Central Java Province Government, in 2014 the population of motorcycle is 439.418 units with the ownership ratio at 0.75 unit/person. Solo is one of typical middle size city in Central Java, Indonesia. Solo suffers from traffic jam in particular time of the day and it affect the quality of service of batik solo as the mass transportation service in Surakarta. This research would like to help the community get the optimal travel route with the fastest time, especially at the busiest times. The method used is Generate and Test algorithm. This method is a combination of Depth First Search and Backtracking. This research is conducted to get information about the influence of traffic volume, service road level and traffic jam level toward the time needed for Batik Solo Trans to find the optimal route. There is a route that been selected to be the most optimal route by considering the factors that influence it and the algorithm applied

scholarly journals Implementation of Certified Energy ManagementSystem in Municipality. Case Study

2020 ◽  
Vol 24 (2) ◽  
pp. 41-56
Author(s):  
Anda Jekabsone ◽  
Agris Kamenders ◽  
Marika Rosa
Keyword(s):  
Energy Management ◽  
Public Transportation ◽  
Energy Savings ◽  
Implementation Process ◽  
Energy Management System ◽  
The European Union ◽  
The Public ◽  
Regulatory Pressure ◽  
The City

AbstractThe European Union has taken the course to become climate neutral by 2050. To reach that target significant changes in all sectors are necessary, resulting in increasing regulatory pressure on energy producers, consumers and other sectors. Increasing legal requirements was also one of the reasons why the city of Daugavpils (population of 82 000) took a decision to implement an Energy management system (EnMS). In the boundaries of EnMS Daugavpils included more than 100 public buildings, public transportation and public lighting. This research paper presents results of the EnMS implementation, main drivers and barriers that Daugavpils has faced and overcome in the implementation process, and also assesses the benefits the city of Daugavpils has gained from EnMS. The success rate of EnMS in such an organisation as a municipality is based on the awareness and knowledge of the municipality’s employees and support from the municipality leaders. The case study of Daugavpils shows energy savings of 12 % in the public building sector after implementing EnMS.

scholarly journals PENGARUH IMPLEMENTASI KEBIJAKAN PEMERINTAH DAERAH TERHADAP EFEKTIVITAS PERUBAHAN JARINGAN TRAYEK ANGKUTAN UMUM DI KABUPATEN CIANJUR

2020 ◽  
Vol 4 (2) ◽  
pp. 121-142
Author(s):  
Ayu Ayda Lestari ◽  
Toto Kushartono ◽  
Arlan Siddha
Keyword(s):  
Local Government ◽  
Policy Implementation ◽  
Government Policy ◽  
Public Transportation ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
The Public ◽  
Route Network ◽  
Transportation Service ◽  
Local Government Policy

The title of this research is : "The Effect of Local Government Policy Implementation on the Effectiveness of Changes in the Public Transportation Route Network in Cianjur Regency". The background of this research is the ineffective implementation of local government policy. This research used an explanation survey with a quantitative approach. This research was conducted at the Cianjur Regency Transportation Service Office, Rawabango Terminal, Pasirhayam Terminal, Main Market, Jalan Siliwangi, Jalan Dr. Muwardi. Collecting data in this research is through survey, observation, and documentation. The sampling technique used is probability sampling with simple random sampling. The theory of this research is policy implementation from Mazmanian and Sabartier and for the theory of effectiveness by Siagian. The results of the research showed that there is no affect of the implementation of local government policy on the effectiveness of changes in the network of public transport routes in Cianjur Regency. Marked by the characteristics of the problem can not be identified, then the carrying capacity of regulations and non-regulations that can affect the process of implementation can not be implemented properly.

scholarly journals Pengaruh Kualitas Pelayanan dan Harga Terhadap Loyalitas Pelanggan Grab Semarang

2019 ◽  
Vol 10 (1) ◽  
pp. 46-53
Author(s):  
Rini Sugiarsih Duki Saputri
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Survey Method ◽  
Transportation Services ◽  
The Public ◽  
Human Needs ◽  
Transportation Service ◽  
Private Transportation

Online transportation services that currently operate in big cities get human needs wherever and whenever. The emergence of online transportation options has made people switch from conventional transportation to online transportation. This makes entrepreneurs create a variety of online transportation services in order to meet the needs of the community and satisfy customers. Online transportation customers are increasing at this time supported by the brand image of the transportation used so it gives the impression when using it like using private transportation. Determination of affordable online transportation service tariffs with the convenience of the services provided makes this service increasingly loved by the public. This study aims to determine the effect of each independent variable namely service quality and price on the dependent variable of customer loyalty. By taking respondents by purposive sampling 50 Grab online transportation users in the Masters of Communication Studies UNDIP Semarang with a minimum of three times using Grab transportation. Data collection was carried out by survey method using multiple linear regression analysis through SPSS software. The results show that service quality and price affect customer loyalty.

Sign in / Sign up

Export Citation Format

Share Document