Service Performance Improvement of Airport Public Transportation (Case Study of Airport Bus in Terminal 3 Soekarno-Hatta International Airport)

— The Soekarno-Hatta International Airport (SHIA) is the 18th busiest airport in the world by Airport Council International in 2018 (65.7 million Pax/year). One of the common issues in the SHIA is the low-quality service of the airport public transportation. Currently, the SHIA has collaborated with several buses, trains, and taxi providers. This study took an airport bus in Terminal 3-SHIA as a case study. In the initial observation, the implementation of airport bus services was indeed not optimal, where business process failures occurred at several service points. This study aims to identify problems of airport bus transportation services by conducting qualitative analysis on service blueprints, on application-based services, interviews with several key persons, and quantitative analysis by measuring gaps in 5 dimensions of service quality (reliability, assurance, tangibles, empathy, and responsiveness), a questionnaire was delivered to 100 respondents. The items of the service quality dimensions were analyzed with Cronbach’s Alpha and statistically reliable. To find the root cause of the problem, by using Ishikawa Diagrams and 5-Why analysis. Six alternative solution programs using by the service science system approach (service-dominant logic) such as Integrated Smart Transport Mobility Apps, Redesign Service Blueprint, Fleet Management System, Role & Responsibilities Chart, Integrated People Development Program, and Digital Experience Development Program will be proposed to improve airport bus service performance.