Success Strategy for the Trans Jogja to Leverage its Services post COVID-19 Pandemic using Kano Model

Andrean Emaputra, Achmad Odyk Akbar Nagara, Argaditia Mawadati, Eka Sulistyaningsih

Abstract

Trans Jogja is the public bus Special Region of Yogyakarta Local Government has developed. The number of bus users declined during the COVID-19 pandemic because of mobility restrictions and online activities like schools and offices. This study aims to identify what quality attributes Trans Jogja should have to leverage its customer satisfaction and the customer number using the services. This study used the Kano model. The respondent number of respondents is 100 people. Eighty percent of the respondents have used the Trans Jogja more than twice. There are thirteen attractive quality attributes. For example, the bus provides free Wi-Fi internet access and an excellent passenger seat. There are four one-dimensional quality attributes Trans Jogja should consider. For instance, the bus has become convenient mass transportation. The only must-be quality attribute is that Trans Jogja guarantees safety. It is expected that the higher customer satisfaction, the higher the number of customers using the bus services..

Keywords

Success strategy; Trans Jogja; post-COVID 19 pandemics; Kano model

Full Text:

PDF

References

Adi, M. N. B., Priyanto, S., & Malkhamah, S. (2020). Evaluasi Kinerja Halte Bus dengan Metode Servqual (Studi Kasus Halte Trans Jogja Trayek 1A, 1B, 2A, dan 2B). Teknisia, XXV(1), 10–20.

Adibah, A. N., & Manullang, O. R. (2020). The Assessment of BRT Trans Semarang Service Quality. IOP Conference Series: Materials Science and Engineering, 771(1), 1–6.

Ardana, D., & Saputra, R. (2016). Penerapan Algoritma Dijkstra pada Aplikasi Pencarian Rute Bus Trans Semarang. Seminar Nasional Ilmu Komputer (SNIK 2016), 299–306.

Cordero-Ampuero, J., Darder, A., Santillana, J., Caloto, M. T., & Nocea, G. (2012). Evaluation of Patients’ and Physicians’ Expectations and Attributes of Osteoarthritis Treatment Using Kano Methodology. Quality of Life Research, 21(8), 1391–1404.

Dirgahayani, P. (2013). Environmental Co-Benefits of Public Transportation Improvement Initiative: the Case of Trans-Jogja Bus System in Yogyakarta, Indonesia. Journal of Cleaner Production, 58(2013), 74–81.

Khasanah, I. A., Malkhamah, S., & Irawan, M. Z. (2022). Analisis Deskriptif Integrasi Sistem Pembayaran Bus Trans Jogja. Journal of Civil Engineering and Planning, 3(1), 28–34.

Kurt, S. D., & Atrek, B. (2012). The Classification and Importance of E-S-Qual Quality Attributes: an Evaluation of Online Shoppers. Managing Service Quality, 22(6), 622–637.

Lai, H. J., & Wu, H. H. (2011). A Case Study of Applying Kano’s Model and ANOVA Technique in Evaluating Service Quality. Information Technology Journal, 10(1), 89–97.

Mahida, M., & Handayani, W. (2019). Penilaian Status Keberlanjutan E-Ticketing Bus Trans Semarang Mendukung Kota Pintar dengan Pendekatan Multidimensional Scaling. Warta Penelitian Perhubungan, 31(1), 15–24.

Marliana, S., & Dharmastiti, R. (2008). Integrasi Servqual dan QFD untuk Meningkatkan Kualitas Layanan Angkutan Massa Trans Jogja. Prosiding. Dalam Seminar Nasional Aplikasi Sains Dan Teknologi 2008 – IST AKPRIND Yogyakarta, Fakultas Teknik, Universitas Gajah Mada, Yogyakarta.

Marnilawati, A., Yossyafra, & Adji, B. M. (2020). Persepsi Penumpang terhadap Kinerja Layanan Operasional dan Keselamatan Bus Rapid Transit-Trans Siginjai Jambi. Ruang Teknik Journal, 3(1), 1–6.

Marwasta, D., & Handoko, R. K. (2020). An Analysis of Urban Public Transportation in Yogyakarta: Case of Trans Jogja Bus. IOP Conference Series: Earth and Environmental Science, 451(1), 1–11.

Masnain, E. (2019). Pengaruh Kualitas Pelayanan dan Aksesibiltas Halte terhadap Pengambilan Keputusan Pengguna Jasa di Bus Trans Jogja. Jurnal Ekobis Dewantara, 2(2), 1–5.

Matias-Guiu, J., Caloto, M. T., & Nocea, G. (2012). Comparison of Expected Outcomes between Patients and Neurologists Using Kano’s Methodology in Symptomatic Migraine Treatment. Patient, 5(3), 147–162.

Nugroho, A. (2021). Identifikasi Potensi Bahaya di Ruang Tunggu Penumpang Bus Trans Kota Batam. Jurnal Manajemen Transportasi & Logistik, 08(01), 31–50.

Pratomo, A. B., Sumarsono, A., & Yulianto, B. (2015). Analisis Kinerja Bus Trans Jogja (Studi Kasus Rute 4A dan 4B). Matriks Teknik Sipil, 3(2), 500–508.

Prayitno, A. F. H., Machsus, Basuki, R., Arifin, S., Sukobar, Moeljono, T., & Budhi, W. S. (2018). Analisa Pola Perjalanan dan Karakteristik Penumpang Bus Trans Sidoarjo. Jurnal Aplikasi Teknik Sipil, 16(2), 47–54.

Prihono, Suparno, & Partiwi, S. G. (2011). Disain Layanan Kendaraan Umum untuk Wanita Berbasis Fuzzy-Kano Quality Function Deployment (QFD). Prosiding. Seminar Nasional Manajemen Teknologi XIV, A-22-2-A-22-10.

Ramadhani, D. P., & Herwangi, Y. (2018). Spatial Equity in Trans Jogja Performance in the Yogyakarta Urbanized Area (YUA). IOP Conference Series: Earth and Environmental Science, 158(1), 1–22.

Sedayu, A., & Salsabilla, W. A. (2021). Analisis Kualitas Pelayanan dan Kepercayaan Konsumen Bus Rapid Trans Semarang di Masa Pandemi Covid-19. Jurnal Ekuivalensi, 7(2), 250–264.

Sharif Ullah, A. M. M., & Tamaki, J. (2011). Analysis of Kano-Model-Based Customer Needs for Product Development. Systems Engineering, 14(2), 154–172.

Supriatna, A., & Muljadi. (2019). Pengaruh Responsiveness dan Assurance terhadap Kepuasan Masyarakat Pengguna Bus Trans Kota Tangerang di Kota Tangerang. Jurnal Perilaku Dan Strategi Bisnis, 7(1), 10–30.

Susanty, A., Nugroho, S., & Khantari, K. A. (2014). Penyusunan Skenario Kebijakan untuk Pengembangan Bus Rapid Transit (BRT) Trans Semarang dengan Pendekatan Sistem Dinamik. Teknik, 35(1), 17–26.

Valentine, V., Devi, M. K., & Pramana, A. Y. E. (2020). Jangkauan Layanan Trans Jogja terhadap Sebaran Aktivitas di Kawasan Perkotaan Yogyakarta. Jurnal Transportasi, 20(3), 171–180.

Wahyuni, R. A., Augustin, P. A., & Nugraheni, A. N. (2021). Efektivitas Trans Jogja sebagai Pelayanan Publik di Kota Yogjakarta. Journal of Governance Innovation, 1(13), 188–202.

Wibowo, A. (2014). Pengaruh Kualitas Pelayanan Transportasi Umum Bus Trans Jogja terhadap Kepuasan Konsumen. Jurnal Ilmu Manajemen, 11(2), 67–81.

Wirasmoyo, W., Ratriningsih, D., & Rahman, M. I. A. A. (2019). Ruang Transit Bus Trans Jogja Berbasis Kesesuaian dengan Standar Transit Oriented Development (TOD) Studi Kasus: Halte Bus Trans Jogja Malioboro 1 dan Parkir Ngabean. Senthong, 2(1), 213–224.

Witell, L., & Löfgren, M. (2007). Classification of Quality Attributes. Managing Service Quality, 17(1), 54–73.

Xu, Q., Jiao, R. J., Yang, X., Helander, M., Khalid, H. M., & Opperud, A. (2009). An Analytical Kano Model for Customer-Need Analysis. Design Studies, 30(1), 87–110.

Yumita, F. R., Irawan, M. Z., & Malkhamah, S. (2020). Faktor Keengganan Pelajar Menggunakan Angkutan Umum dalam Perjalanan ke Sekolah. Jurnal Aplikasi Teknik Sipil, 18(2), 239–248.

View Counter: Abstract - 422 and PDF - 545

Refbacks

  • There are currently no refbacks.


Bookmark and Share