Proposed Design of Service Quality Performance Management System for Indonesian HSR
نویسندگان
چکیده
In some countries, the development of High-Speed Railway (HSR) represents a significant technological advancement which helps modern society’s value time and various activities. Despite having complex operational support financial outlays, studies have shown that HSR sector has several growth barriers due to poor punctuality, reliability, pricing, inconvenient passenger journeys. These brought specific impact on deciding factors whether or not passengers choose transport option as it affected satisfaction level. Recognizing global challenge, this paper anticipates impending Indonesian operation by observing passengers’ relevant service quality attributes. The findings served performance management design’s foundation. order assist operators improve experience satisfaction, study aims identify potential one many solutions eliminate lack demand problem. Qualitative quantitative data analysis from in-depth interviews with railway expert information prior publication Asian was used carry out external benchmarking, validate results, design process, create contextual indicators for attributes using Knowledge-Based Performance Management System (KBPMS). This produced numbers whose prioritization arranged in order. Five variables are measure tangibility attributes’ performance, whereas six reliability performance. Tangibility were chosen based market preference common success factor best practices. specifically developed these sub-attributes been contextualized. contrast other place distinctive physical facilities affects travelling motivation. new insights would direct develop targeted increase economic benefits.
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ژورنال
عنوان ژورنال: International Journal of Current Science Research and Review
سال: 2023
ISSN: ['2581-8341']
DOI: https://doi.org/10.47191/ijcsrr/v6-i1-45