Abstract :

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

---

Keywords :

High-Speed Railway, Key Performance Indicators, Knowledge-Based Performance Management System, SERVQUAL

---

References :

1. McKinsey & Company. 2022. Boosting Passenger Preference for Rail.
2. 2014. The Economics of Investment in High-Speed Rail. ITF Round Tables, No. 15, OECD Publishing, Paris.
3. Danaher, P.J. and Rust, R.T. 1996. Indirect Financial Benefits from Service Quality. Quality Management Journal, 3(2), 63-75.
4. 2019. Efficiency in Railway Operations and Infrastructure Management. ITF Roundtable Reports, No. 177, OECD Publishing, Paris.
5. Xiang Z., Magnini V.P., & Fesenmaier D.R. 2015. Information Technology and Consumer Behavior in Travel and Tourism: Insights from Travel Planning Using the Internet. Journal of Retailing and Consumer Services, 22, pp. 244-249.
6. Cavana, R.Y., Corbett, L.M. and Lo, Y.L.G. 2007. Developing zones of tolerance for managing passenger rail service quality. International Journal of Quality & Reliability Management, 24(1), pp. 7-31.
7. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. 1985. A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), pp. 41–50.
8. Bhattacharyya, D. K. 2011. Performance Management Systems and Strategies. Pearson Education.
9. Wibisono, D. and Khan, M. K. 2010. The Conceptual Framework of a Knowledge-Based Performance Management System, Gadjah Mada International Journal of Business, 12(3), pp. 393-414.
10. Sekaran, U., Bougie, R. 2016. Research Methods for Business: A Skill-Building Approach. Seventh Edition (Ed. 7), John Wiley & Sons, Inc, United Kingdom.
11. Wibisono, D. 2016. How to Create World Class Company: Guide for Director and Manager. ITB Publisher, Indonesia.
12. Chou, P.-F., Lu, C.-S., & Chang, Y.-H. 2014. Effects of Service Quality and Customer Satisfaction on Customer Loyalty in High-Speed Rail Services in Taiwan. Transportmetrica A: Transport Science, 10(10), pp. 917–945.
13. Zhen, F., Cao, J., & Tang, J. 2018. Exploring Correlates of Passenger Satisfaction and Service Improvement Priorities of the Shanghai-Nanjing High Speed Rail. Journal of Transport and Land Use, 11(1).
14. Shi, R., Feng, X., Li, K. and Tao, Z. 2022. Evaluation of passenger service within the area of Beijing west railway station, Smart and Resilient Transportation, 4(1), pp. 2-11.
15. Hundal, B. & Kumar, V. 2015. Assessing the Service Quality of Northern Railway by using SERVQUAL Model. Pacific Business Review International, 8, pp. 82-88.
16. Reichheld, F. (2001). Prescription for Cutting Costs. Bain & Company. Retrieved from https://media.bain.com/Images/BB_Prescription_cutting_costs.pdf