Strategy of service quality improvement for commuter line Jabodetabek train using integration methods of SERVQUAL and Kano Model into house of quality

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.