INTEGRATION OF KANO MODEL & QFD TO EVALUATE MINIMUM SERVICE STANDARDS ON PENATARAN TRAIN DURING THE COVID-19 PANDEMIC

Abstract

Restrictions on people activities due to COVID-19 have caused many train trips to be canceled. In addition, people are still afraid to use public transportation because it is considered a breeding ground for viruses. Therefore, the protocol for preventing the spread of COVID-19 in the health aspect must be carried out properly on rail transport to reduce people's worries. This study aims to evaluate the minimum service standards related to the COVID-19 health protocol on Penataran Train while adopting new habits. There are fifteen research variables based on regulations from several institutions focused on this research. 417 respondents filled out the online questionnaire. Kano model analysis determines the best minimum service standards based on respondents' perceptions. Then, the quality function deployment analysis is used to obtain service improvement priorities. The results showed that seven variables were in the One dimensional category, and three were in the Attractive category. Of the ten variables that become ideal service standards, provision of hand sanitizers, cleaning trains with disinfectant, and checking body temperature must receive special priority. Social distancing facilities on the floor and information on preventing the spread of COVID-19 via visual are two of the recommended services to be implemented on Penataran Train during the COVID-19 pandemic.