Strategi Komunikasi dan Service Quality; Studi Kasus Perubahan Nama Halte Transjakarta
DOI:
https://doi.org/10.36668/jal.v13i02.1066Abstract
Abstract: Public transportation is a crucial problem in Jakarta and Transjakarta is coming up as the solution. Transjakarta is a public transportation service that is linked to government rules. Transjakarta services has not only come through restoration and improvement, but also the turnover of shelter’s names has been executed and it might cause services failure. This research is intended to observe the communication strategy of Transjakarta qualitatively and to avoid services failure for customers. In general, the shelter’s names turnover is considered to be able to interfere services quality. From the results of observations, Transjakarta has been carrying out communications online and offline. In online communication, information is issued through many social medias. In offline communication, there are many kind of methodologies that is started from announcement on the bus dan at the shelter. Staffs’ placement at the shelter is really important to organize customers’ traffic flow and to be the source of information. Thus, the services failure is not going to haunt over the turnover of shelter’s names along with the communication strategy that is carried out by Transjakarta.
Keywords: Transjakarta, Services quality, Communcation strategy, The turnover of shelter’s names
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