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Designing Mass Rapid Transit (MRT) Jakarta Transportation Service Strategy Using the Integration of Kano and QFD Method

The number of vehicle growth in DKI Jakarta continues to increase, as in 2016 it is known that there are 18 million vehicles registered. To overcome this increasing amount of congestion every year, the government of DKI Jakarta is currently preparing a new public transportation known as Mass Rapid Transit (MRT) Jakarta. In this situation, one of the preparations that plays a big role is the transportation service quality itself. It's considered as one of the main factors that affects the decision of prospective users in order to choose their public transportations to reduce the usage of private car. This preliminary study identifies what, and which service criteria should be considered first in order to deliver the optimum service performance using the 5 dimensional SERVQUAL and Kano Model. There are 34 attributes of service quality criteria identified which adapted from PM No. 48/2015 as national standard service quality for railway passenger transportation mode and international standard service quality from EN 13816 as a main external reference to improve its service quality standard. The result of Kano Model shows that there are 15 service criteria in "Attractive" category, 13 in "One-dimensional", and 5 in "Must be" which translated as "Customer Needs" to formulate standardized service strategies. Through the establishment of House of Quality phase 1, there are 5 major "Technical Responses" that needed to be done for Mass Rapid Transit (MRT) Jakarta to prepare in order to deliver its optimal service quality which are: The provision of main facilities in stations and trains, technology and management of information system development, implementation of customer service evaluation system, periodical service performance evaluation system, and special on-job training for maintenance staffs.