MATEC Web Conf.
Volume 237, 20182018 3rd International Conference on Design, Mechanical and Material Engineering (D2ME 2018)
|Number of page(s)||6|
|Section||Chapter 3: Design Engineering|
|Published online||26 November 2018|
Designing Service Blueprint of Self-service Technology (SST) Based Public Transportation Service in Indonesia using SSTQual, Kano Model, and QFD
1 Universitas Indonesia, Industrial Engineering Department, 16424 Depok, Indonesia.
2 Universitas Indonesia, Industrial Engineering Department, 16424 Depok, Indonesia.
a Corresponding author: firstname.lastname@example.org
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.
© The Authors, published by EDP Sciences, 2018
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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