Wirawan, Christina (2016) Usulan Peningkatan Kualitas Layanan dengan Menggunakan Metode Triz (Studi Kasus: Perum Damri Bandung). Project Report. Universitas Kristen Maranatha.
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Usulan Peningkatan Kualitas Layanan.pdf - Accepted Version Download (1215Kb) | Preview |
Abstract
Perum DAMRI is public bus transportation company in Bandung managed by Indonesian Government as Badan Usaha Milik Negara (BUMN) or state owned venture. DAMRI bus is needed by most Bandung citizen because it’s cheap cost, and optimize DAMRI bus can decrease usage of private vehicle in Bandung, that hopefully can decrease traffic jam dan air pollution. But until now, DAMRI bus’ image is not good, because of it’s poor service quality, although there are already new bus with good condition, but all of DAMRI bus already. According to service quality measurement using SERVQUAL, it can be identified that there are several attributes that affected DAMRI bus passengers’ dissatisfaction that must be improved, according to Kano model, we can find improvement priority. According to FTA, there are several attributes contradict each other that troublesome improvement effort. This research, try to combine TRIZ method with quality method SERVQUAL, Kano Model and FTA to solve contradictions and propose improvement effort that can improve DAMRI bus’ service quality.
| Item Type: | Monograph (Project Report) |
|---|---|
| Subjects: | T Technology > T Technology (General) |
| Depositing User: | Perpustakaan Maranatha |
| Date Deposited: | 05 Oct 2016 02:13 |
| Last Modified: | 05 Oct 2016 02:13 |
| URI: | http://repository.maranatha.edu/id/eprint/21127 |
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