Zone of tolerance analysis: A case in Indonesian train station

Public transportation plays an important role in human activities that can affect the economy of a country. Railways, as a public transportation, is a transportation mode for the freight of transport system and intercity passenger transport. The infrastructure of railways, such as the train station, can increase the country activities. At this point, service quality is essential to achieve customer satisfaction. Arguably, improving service quality would increase customer satisfaction. This research aims to assess the service quality of a train station by employing the zone of tolerance (ZoT) concept. Eight criteria with thirty-eight attributes were utilized to accomplish the objective. A case study was conducted in “P Station” in Semarang, Indonesia. This research could help the management of the train station to obtain customer satisfaction since it shows which criteria that have to be improved to satisfy the customers.