Study of service quality in the public bus transport customer complaint handling and service standards design :: Case study TransJakarta Busway and Varmlandstrafik AB Bus
WIJAYA, Doddy Hendra, Prof. Dr. Ir. Siti Malkhamah, M.Sc
2009 | Tesis | S2 Magister Sistem dan Teknik Transportasi-
TransJakarta Busway is one effort to solve the problem of poor performance of public transport especially on bus transport in Jakarta. TransJakarta Busway is built with the aim that people can use public transportation facilities comfortably and safely. The bus with special lane makes this trip nearly free of traffic jams because the bus does not compete with other vehicles. Although TransJakarta Busway has been operating for 5 years, but in fact the convenience which offered by TransJakarta Busway only survives in a matter of months. This transportation service in Jakarta is increasingly showing a decreasing trend in service quality and there are many complaints from users of TransJakarta Busway. The focus in this research is to analyze the problem in customer complaint handling such as those complaints from the user of TransJakarta Busway and to recommend the service standards design that need to be adjusted with the interest of users/passengers base on the complaints, so it is expected to obtain service standards that can meet the needs of users in the use of TransJakarta Busway. This research has two research questions that must be answered. Simple questioner is sent to the member of TransJakarta mailing list through the email. Researcher asked to the respondent about their experience while using the service of TransJakarta Busway, then also mention and give brief explanation if they feel dissatisfied with the service. The total member of this mailing list is more than 1100 members on February-April 2009 and the questioner only sent to half of those members. 347 members or respondents return the questioner and also answer the question through email. The main findings from the first research question about the effective mechanism of complaint handling system in TransJakarta Busway is because of too many complaints that entered and received by BLU TransJakarta Busway then it had possibility that not all complaints will be handled. To decrease the number of complaints, it must be taken some effective mechanism to handle those complaints and learning from how Värmlandstrafik AB doing their customer complaint handling. Then to answer the second research question about what kind of service standards that can be recommended to BLU TransJakarta Busway in order to improve the service of TransJakarta Busway, it must know the various types of complaint from TransJakarta Busway passenger. It was found 20 types/attributes of complaint from TransJakarta Busway passenger. Then from this 20 attributes can be classified into 5 dimensions of service quality, they are: reliability, responsiveness, assurance, empathy and tangibles. This dimension will include the whole service standards that will be recommended to BLU TransJakarta Busway.
Kata Kunci : Service quality,Customer complaint handling,Service standards,TransJakarta Busway,Varmlandstrafik AB Bus
