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>An Improvement of Transportation Service Quality By Using Quality Function Deployment Method(Case Study of Mikrolet Public Transportation in Palangkaraya)
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An Improvement of Transportation Service Quality By Using Quality Function Deployment Method(Case Study of Mikrolet Public Transportation in Palangkaraya)
This research aimed to measure and find out the factors that affected the deterioration of service quality of mikrolet public transportation in Palangkaraya, therefore it could be fixed or improved according to the expectations and needs of the passengers. The population of the research was the customers of public transportation of mikrolet Palangkaraya with the sample number of 100 respondents. The sample was taken using non probability accidental sampling technique. The data analysis technique used Importance Performance Analysis (IPA) and Quality Function Deployment (QFD). The research results showed that the service quality of public transportation of mikrolet in Palangkaraya did not satisfy yet. There were 14 priority attributes that needed to be fixed and improved in order to achieve satisfying service. Eighteen technical response activities were needed to be carried out by service providers, operators and the government (Transportation Department) in order to fix and improve transportation services. Through the improvement of service quality of mikrolet public transportation according to the passengers’ expectations and needs would attract the public interest on that public transportation in Palangkaraya.
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