Service quality in bus transportation (Measurement and service standards design)

OCTAVIANUS, Yohannes, Prof. Dr. Ir. Siti Malkhamah, M.Sc

2010 | Tesis |

Started in 2008, 54 vehicles of Trans Jogja was begun to be introduced as a program of the Yogyakarta Provincial Government in improving the quality of public services, particularly those related to urban transport. In the new Act of Traffic and Road Transport (2009) has been set that Public transport companies must meet minimum service standards that include these aspects are security, safety, comfort, affordability, equality and regularity. Specifically, service in Trans Jogja has not been described clear yet. The aim of this thesis is to determine the service quality dimensions which can represent service quality from passenger perspective of Transjogja. The service associated and each dimensions will be evaluated from passenger perspective by using PCP model. Recommend standard design of Trans Jogja based on passenger perspective and literature. Qualitative approach as the base of the methodological to explore how individuals see and assess where this measurement involves listening, studying, analysing and interpreting customers’ statements. Data were collected from various sources such as documentation, archival record and interviews. This thesis focused on asses service quality and find out the right dimensions to represent service quality in Trans Jogja. From many variables, then be grouped into 8 (eight) dimensions. The 8 dimensions are security, safety, comfort and convinience, affordability, equality, regularity, staff behaviour, tangible. Furthermore, the passengers is directed to ranked the dimensions into three levels of PCP model: Pivotal, Core, and Peripheral. Besides, those dimensions are also used to design service standard of Trans Jogja with review the literature.

Kata Kunci : Service quality,Trans Jogja,Service standards,pcp model