Moses L. Singgih and Harry N.Yudasidhi
ABSTRACT
Gubeng Train Station is one of train stations in Indonesia managed by PT. KAI DAOP 8 Surabaya. As apublic compa-ny that provides services on transportation, the company is responsible to increase service productivity (efficiency and effectiveness). In this case, productivity can be improved by reducing a high gap between what can be achieved by the company and what should be perceived by customers who use the services, as can be seen from the existing number of customer complaints about services in station ticket counter.However, measuring productivity in a service company is different to that in manufacturing.This study aims to determine the attributes of activities that have a significant effect on the service productivity. From measurement on service productivity using multi-factor method, we obtained existing productivity index is 71.60. And from the questionnaire we found outthe existing attributes of the three main factors within the service productivity concept that significant affect the quality of service. First, attributes for the external effi-ciency are speed of serviceand hospitality operators. Second, attributes for the internal efficiency are training courses ticketingand ticketing systems training. Whilethe third,the attributes for capacity efficiency are the operator confirma-tion to the customer for destination and ticket prices. With the knowninfluential existing attributes and gaps which can be achieved using Servqual method measurement, improvement methods were proposedand the productivity index ob-tained after the improvementsis76.20 with ROI of0.101.
Keywords: Internal Efficiency, External Efficiency,Capacity Efficiency, Service Productivity ,Servqual