African Journal of Hospitality, Tourism and Leisure (Nov 2019)
Quality improvement initiatives for public transportation based on a customers and service providers approach
Abstract
The competition between application-based and conventional transportation has become a global issue. Then conventional transportation needs to develop a comprehensive strategy. One offensive strategy is to create opportunities for innovation through ownership of information on service quality requirements from the perspective of consumers, competitors and companies so that quality improvement decisions are based on a matrix of relationships from all stakeholders. The purpose of this study is to analyse the comparison of service attributes and describe the quality management practices between consumer perspective and service provider’s perspective. This research was conducted in Indonesia with the unit of analysis being users and drivers of online transportation services in West Java specifically four big cities namely Bekasi, Bogor, Bandung and Cirebon. While those considered are 100 respondents with 20 drivers. The research method used was a survey method using a questionnaire as a data collection tool. Data were analysed by the method of Quality Function Deployment (QFD) from Miles & Huberman. The results showed Service priority from the perspective of consumers is the evaluation related to drivers and driving safety, while based on service provider’s standards the value of weight is considered important, namely Training and SOP drivers as well as prioritizing the company code of ethics applied to drivers.
