Perancangan Proses Pelayanan Kereta Rel Diesel Bandung Raya Menggunakan Service Blueprint dan Metode Service Quality (Studi Kasus PT. Kereta Api Indonesia)

Abstract

Abstract. Reflecting on the current conditions, traffic congestion becomes a daily problem in major cities in Indonesia. Bandung Transportation Agency noted, the increase in the number of motor vehicles is average of 11% per year. Therefore, one of the solutions of the severe congestion increase every year is to maximize public transportation such as KRD Bandung Raya. Based on this research, this study aims to improve the service quality of KRD Bandung Raya based on the gap between customer satisfaction and expectations designed using Service Blueprint. The method used is Service Quality which consists of 5 dimensions, namely: tangibles, reliability, responsiveness, assurance, and empathy. The tool used in the data collection process in the field is a questionnaire. To improve the service quality of KRD Bandung Raya, the result of questionnaires distribution is obtained by 10 attribute statements which are further classified into 5 dimensions. Based on the results of data processing and analysis, the attribute of "Entertainment Facility (Video / Music)" becomes the main priority improvement since it has the largest TSQ that is -2.51, while the attribute of "Providing Passenger Safety Guaranty to the Destination" has the smallest TSQ Namely -0.36 which means that the company is good enough in providing guarantees to passengers during the use of services KRD Bandung Raya.The design of the Blueprint Service is done in detail based on the service process of KRD Bandung Raya, where the process begins when the customer is parked and ends with out station.

Keywords: Service Blueprint, Service Quality

 

Abstrak. Berkaca pada kondisi saat ini, kemacetan lalu lintas menjadi permasalahan sehari-hari di kota-kota besar di Indonesia. Dinas perhubungan Kota Bandung mencatat, pertambahan jumlah kendaraan bermotor rata-rata 11%. Maka dari itu, salah satu solusi dari kemacetan yang semakin parah setiap tahunnya adalah memaksimalkan transportasi umum seperti KRD Bandung Raya. Berdasarkan hal tersebut penelitian ini bertujuan untuk memperbaiki kualitas pelayanan Kereta Rel Diesel (KRD) Bandung Raya berdasarkan kesenjangan antara kepuasan dan ekspektasi pelanggan yang dirancang menggunakan Service Blueprint. Metode yang digunakan adalah Service Quality. Untuk meningkatkan kualitas pelayanan KRD Bandung Raya, maka dari hasil penyebaran kuesioner didapatkan 10 atribut pernyataan yang selanjutnya dikelompokan kedalam 5 dimensi. Berdasarkan hasil pengolahan data dan analisis didapatkan atribut “Fasilitas Hiburan (Video/Musik)†menjadi prioritas perbaikan utama karena memiliki TSQ terbesar yaitu -2,51, sedangkan atribut “Memberikan Jaminan Keselamatan Penumpang Sampai ke Tujuan†memiliki nilai TSQ terkecil yaitu -0,36 yang artinya pihak perusahaan sudah cukup baik dalam memberikan jaminan kepada penumpang selama menggunakan jasa KRD Bandung Raya. Perancangan Service Blueprint dilakukan secara detail berdasarkan pada proses pelayanan Kereta Rel Diesel (KRD) Bandung Raya, dimana proses tersebut dimulai pada saat pelanggan parkir dan di akhiri dengan keluar stasiun.

Kata Kunci : Service Blueprint, Service Quality