Abstract
Indonesia as one of developing countries has started to slowly implement self-service technology to its public transportation services which are e-ticketing and e-gate. Regardless of the public’s enthusiasm for these self-service technologies implemented, users’ complaints regarding the services implies the importance to redesign services that are focused on user satisfaction. This study attempts to result a design recommendation method for self-service technology based public transportation service to improve customer satisfaction by integrating SSTQual method, Kano Model, QFD and service blueprinting. Result shows that there are 12 service attributes belong to attractive category which need to be prioritized in increasing customer satisfaction. 12 attributes are then translated into technical requirements to obtain innovations to be used in the service blueprint. Through this research, there are 10 technical requirements which need to be applied to improve customer satisfaction. The technical requirements are then detailed in operational actions to be mapped in the service blueprint.
Highlights
Indonesia as one of developing countries has started to slowly implement selfservice technology to its public transportation services which are e-ticketing and e-gate
This study uses a combination of SSTQual and Kano model which is integrated into Quality Function Deployment (QFD), where the research model will refer to the combined framework of ServQual, Kano model and QFD sourced from Tan & Pawitra (2001) research
In identifying the priority of innovation based on voice of customers, the integration of kano model and SSTQual helps to categorize 20 attributes of SSTQual in each category allowing service provider to choose the priority based on its goals
Summary
Indonesia as one of developing countries has started to slowly implement selfservice technology to its public transportation services which are e-ticketing and e-gate. This study attempts to result a design recommendation method for selfservice technology based public transportation service to improve customer satisfaction by integrating SSTQual method, Kano Model, QFD and service blueprinting. Self-service Technology Quality or usually known as SSTQual presents the basis of calculation for customer-technology interaction context in the kind of same way as ServQual applies to human interaction It assumes a linear relationship between customer satisfaction and performance quality. Referring to Tan & Pawitra (2001), SSTQual is used to identify gaps between services received with expected services and collect data on the level of importance of service attributes [12] From these two outputs, value of https://doi.org/10.10 51/matecconf /201823703008 customer satisfaction score can be calculated from the service attribute. The result of customer satisfaction score and weighted kano model is used to calculate the value of adjusted importance of service attribute in HOQ diagram
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