Perancangan service blueprint layanan berbasis self-service technology (SST) Stasiun Kereta Api (KA) Bandara Soekarno-Hatta = Designing service blueprint of self service technology (SST) based service of airport railway station
Arsila Chairunnisa;
Amalia Suzianti, supervisor; Boy Nurtjahyo Moch., examiner; Inaki Maulida Hakim, examiner; Annisa Marlin Masbar Rus, examiner
([Publisher not identified]
, 2018)
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ABSTRACT KA Bandara Soekarno-Hatta merupakan sebuah alternatif transportasi publik baru ditengah permasalahaankemacetan yang terbukti memunculkan antusiasme yang tinggi terhadap layanan yang diberikan. Terlepas dariantusiasme masyarakat terhadap pengoperasian kereta, keluhan dan saran pengguna banyak bermunculanmengenai layanannya. Penelitian ini mencoba memberikan rekomendasi rancangan layanan Stasiun KA Bandarauntuk meningkatkan kepuasa pengguna dengan metode SSTQual, model Kano, QFD dan service blueprinting,Berdasarkan integrasi metode SSTQual dan model Kano, terdapat 12 atribut layanan yang termasuk kedalamkategori attractive yang perlu diprioritaskan dalam meningkatkan kepuasan pengguna. 12 atribut tersebutditerjemahkan ke dalam persyaratan teknis untuk mendapatkan inovasi ndash; inovasi yang akan digunakan dalamservice blueprint. Melalui hasil penelitian didapatkan 10 technical requirement yang perlu diterapkan untukmeningkatkan kepuasan pengguna. Technical requirement terebut kemudian dirinci dalam tindakan operasionalyang dipetakan dalam service blueprint. ABSTRACT Soekarno Hatta Airport Railway is a new public transportation alternative in the middle of traffic problem whichis proved to have generated high enthusiasm for the services provided. Regardless of the public 39s enthusiasm forthe train operation, complaints and suggestions of many users sprang up regarding its services. This study attempts to recommend the design of the Airport Railway Station service to improve user satisfaction by using SSTQual method, Kano Model, QFD and service blueprinting. Based on SSTQual and Kano model integration, there are 12 service attributes belongs to the attractive category that need to be prioritized in increasing user satisfaction. 12 attributes are translated into technical requirements to obtain innovations to be used in the service blueprint. Through this research, we get 10 technical requirement which need to be applied to improve user satisfaction. The technical requirement is then detailed in operational actions to be mapped in the service blueprint. |
 S-Pdf-Arsila Chairunnisa.pdf :: Unduh
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| No. Panggil : | S-Pdf |
| Entri utama-Nama orang : | |
| Entri tambahan-Nama orang : | |
| Entri tambahan-Nama badan : | |
| Subjek : | |
| Penerbitan : | [Place of publication not identified]: [Publisher not identified], 2018 |
| Program Studi : |
| Bahasa : | ind |
| Sumber Pengatalogan : | LibUI ind rda |
| Tipe Konten : | text |
| Tipe Media : | computer |
| Tipe Carrier : | online resource |
| Deskripsi Fisik : | xiv, 83 pages : illustration ; appendix |
| Naskah Ringkas : | |
| Lembaga Pemilik : | Universitas Indonesia |
| Lokasi : | Perpustakaan UI, Lantai 3 |
| No. Panggil | No. Barkod | Ketersediaan |
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| S-Pdf | 14-20-473867539 | TERSEDIA |
| Ulasan: |
| Tidak ada ulasan pada koleksi ini: 20472589 |
