{"title":"SERVQUAL模型与Kano模型在质量屋中的集成方法在通勤线Jabodetabek列车服务质量改进策略中的应用","authors":"F. Dianawati, Hilman Hanif, Lita Maiciptaani","doi":"10.1063/1.5139753","DOIUrl":null,"url":null,"abstract":"Many problems in Commuter Line Jabodetabek services forces PT. KAI Commuter Jabodetabek to improve service quality in order to provide satisfaction for customers and increasing the number of Commuter Line Jabodetabek passenger. In this study, the quality of Commuter Line Jabodetabek services are evaluated by using SERVQUAL method and service quality attributes are categorized using the Kano Model according to their effects on customer satisfaction. Furthermore, House of Quality is used to obtain the strategies to improve service quality. The findings of SERVQUAL shows that there are 23 service quality attributes with negative SERVQUAL gap and only 1 service quality attributes with positive SERVQUAL gap. The findings of Kano Model shows that 5 service quality attributes are categorized as attractive, 2 service quality attributes are categorized as one-dimensional, 11 service quality attributes are categorized as must-be and 6 service quality attributes are categorized as indifferent. Furthermore, there are 17 service quality attributes that prioritized to be improved and these 17 service quality attributes are translated into technical requirements to obtain the appropriate service quality improvement strategies by using House of Quality. The findings of HoQ, there are 29 strategies and addition of rail track at transit station is a strategy with the highest priority to be developed.Many problems in Commuter Line Jabodetabek services forces PT. KAI Commuter Jabodetabek to improve service quality in order to provide satisfaction for customers and increasing the number of Commuter Line Jabodetabek passenger. In this study, the quality of Commuter Line Jabodetabek services are evaluated by using SERVQUAL method and service quality attributes are categorized using the Kano Model according to their effects on customer satisfaction. Furthermore, House of Quality is used to obtain the strategies to improve service quality. The findings of SERVQUAL shows that there are 23 service quality attributes with negative SERVQUAL gap and only 1 service quality attributes with positive SERVQUAL gap. The findings of Kano Model shows that 5 service quality attributes are categorized as attractive, 2 service quality attributes are categorized as one-dimensional, 11 service quality attributes are categorized as must-be and 6 service quality attributes are categorized as indifferent. Furthermore, there are...","PeriodicalId":246056,"journal":{"name":"THE 2ND INTERNATIONAL CONFERENCE ON SCIENCE, MATHEMATICS, ENVIRONMENT, AND EDUCATION","volume":"113 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2019-12-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"6","resultStr":"{\"title\":\"Strategy of service quality improvement for commuter line Jabodetabek train using integration methods of SERVQUAL and Kano Model into house of quality\",\"authors\":\"F. Dianawati, Hilman Hanif, Lita Maiciptaani\",\"doi\":\"10.1063/1.5139753\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"Many problems in Commuter Line Jabodetabek services forces PT. KAI Commuter Jabodetabek to improve service quality in order to provide satisfaction for customers and increasing the number of Commuter Line Jabodetabek passenger. In this study, the quality of Commuter Line Jabodetabek services are evaluated by using SERVQUAL method and service quality attributes are categorized using the Kano Model according to their effects on customer satisfaction. Furthermore, House of Quality is used to obtain the strategies to improve service quality. The findings of SERVQUAL shows that there are 23 service quality attributes with negative SERVQUAL gap and only 1 service quality attributes with positive SERVQUAL gap. The findings of Kano Model shows that 5 service quality attributes are categorized as attractive, 2 service quality attributes are categorized as one-dimensional, 11 service quality attributes are categorized as must-be and 6 service quality attributes are categorized as indifferent. Furthermore, there are 17 service quality attributes that prioritized to be improved and these 17 service quality attributes are translated into technical requirements to obtain the appropriate service quality improvement strategies by using House of Quality. The findings of HoQ, there are 29 strategies and addition of rail track at transit station is a strategy with the highest priority to be developed.Many problems in Commuter Line Jabodetabek services forces PT. KAI Commuter Jabodetabek to improve service quality in order to provide satisfaction for customers and increasing the number of Commuter Line Jabodetabek passenger. In this study, the quality of Commuter Line Jabodetabek services are evaluated by using SERVQUAL method and service quality attributes are categorized using the Kano Model according to their effects on customer satisfaction. Furthermore, House of Quality is used to obtain the strategies to improve service quality. The findings of SERVQUAL shows that there are 23 service quality attributes with negative SERVQUAL gap and only 1 service quality attributes with positive SERVQUAL gap. The findings of Kano Model shows that 5 service quality attributes are categorized as attractive, 2 service quality attributes are categorized as one-dimensional, 11 service quality attributes are categorized as must-be and 6 service quality attributes are categorized as indifferent. 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引用次数: 6
摘要
通勤线Jabodetabek服务中存在的诸多问题迫使PT. KAI Commuter Jabodetabek提高服务质量，为客户提供满意的服务，增加通勤线Jabodetabek的乘客数量。本研究采用SERVQUAL方法对Jabodetabek通勤线的服务品质进行评价，并根据服务品质属性对顾客满意度的影响，采用Kano模型对服务品质属性进行分类。通过质量之家的分析，得出了提高服务质量的策略。SERVQUAL的结果表明，有23个服务质量属性存在负SERVQUAL差距，只有1个服务质量属性存在正SERVQUAL差距。Kano模型的研究结果表明，有5个服务质量属性被归为“吸引”，2个服务质量属性被归为“一维”，11个服务质量属性被归为“必须”，6个服务质量属性被归为“无关”。此外，有17个需要优先改进的服务质量属性，并将这17个服务质量属性转化为技术需求，通过使用质量之家获得相应的服务质量改进策略。房委会的调查结果显示，共有29项策略，其中在中转站增设轨道是最优先发展的策略。通勤线Jabodetabek服务中存在的诸多问题迫使PT. KAI Commuter Jabodetabek提高服务质量，为客户提供满意的服务，增加通勤线Jabodetabek的乘客数量。本研究采用SERVQUAL方法对Jabodetabek通勤线的服务品质进行评价，并根据服务品质属性对顾客满意度的影响，采用Kano模型对服务品质属性进行分类。通过质量之家的分析，得出了提高服务质量的策略。SERVQUAL的结果表明，有23个服务质量属性存在负SERVQUAL差距，只有1个服务质量属性存在正SERVQUAL差距。Kano模型的研究结果表明，有5个服务质量属性被归为“吸引”，2个服务质量属性被归为“一维”，11个服务质量属性被归为“必须”，6个服务质量属性被归为“无关”。此外，还有……
Strategy of service quality improvement for commuter line Jabodetabek train using integration methods of SERVQUAL and Kano Model into house of quality
Many problems in Commuter Line Jabodetabek services forces PT. KAI Commuter Jabodetabek to improve service quality in order to provide satisfaction for customers and increasing the number of Commuter Line Jabodetabek passenger. In this study, the quality of Commuter Line Jabodetabek services are evaluated by using SERVQUAL method and service quality attributes are categorized using the Kano Model according to their effects on customer satisfaction. Furthermore, House of Quality is used to obtain the strategies to improve service quality. The findings of SERVQUAL shows that there are 23 service quality attributes with negative SERVQUAL gap and only 1 service quality attributes with positive SERVQUAL gap. The findings of Kano Model shows that 5 service quality attributes are categorized as attractive, 2 service quality attributes are categorized as one-dimensional, 11 service quality attributes are categorized as must-be and 6 service quality attributes are categorized as indifferent. Furthermore, there are 17 service quality attributes that prioritized to be improved and these 17 service quality attributes are translated into technical requirements to obtain the appropriate service quality improvement strategies by using House of Quality. The findings of HoQ, there are 29 strategies and addition of rail track at transit station is a strategy with the highest priority to be developed.Many problems in Commuter Line Jabodetabek services forces PT. KAI Commuter Jabodetabek to improve service quality in order to provide satisfaction for customers and increasing the number of Commuter Line Jabodetabek passenger. In this study, the quality of Commuter Line Jabodetabek services are evaluated by using SERVQUAL method and service quality attributes are categorized using the Kano Model according to their effects on customer satisfaction. Furthermore, House of Quality is used to obtain the strategies to improve service quality. The findings of SERVQUAL shows that there are 23 service quality attributes with negative SERVQUAL gap and only 1 service quality attributes with positive SERVQUAL gap. The findings of Kano Model shows that 5 service quality attributes are categorized as attractive, 2 service quality attributes are categorized as one-dimensional, 11 service quality attributes are categorized as must-be and 6 service quality attributes are categorized as indifferent. Furthermore, there are...
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