How to Improve the Quality of TransJakarta's Customer Relations: Kaizen, Voice of Customer, and Statistics Approach

Abstract

Improving customer relationships is an ongoing effort by TransJakarta to ensure long-term customer satisfaction, loyalty and engagement. This study examines the strategies used to improve the relationship between TransJakarta and its customers to ensure long-term satisfaction, loyalty and engagement. TransJakarta focuses on various actions to maintain good relationships with customers, such as providing quality service, personalised communication, quick response to complaints, and loyalty programs. The approach used in this study involves Kaizen, Voice of Customer (VoC), and statistical analysis to understand and improve customer relationships. Data from VoC is used to identify factors that influence customer relationships with TransJakarta. Statistical analysis was applied to test the influence of these factors, which were then processed using the PDCA (Plan, Do, Check, Act) approach within the Kaizen methodology. This study concludes that the main key in improving the quality of TransJakarta services and maintaining good relations with customers is the ability of employees to provide accurate and complete information. Employees need to have in-depth knowledge of TransJakarta services as well as good communication skills to meet customer expectations and build strong relationships. In addition, providing individualised attention to each customer is also very important to increase customer loyalty.