THE EFFECT OF TOLL ROAD SPM SERVICE SUBSTANCE ON TOLL ROAD USER SATISFACTION IN THE JABODETABEK AREA
DOI:
https://doi.org/10.35814/infrastruktur.v9i1.4086
Abstract views: 156 | pdf downloads: 291
Abstract views: 156 | pdf downloads: 291
Keywords:
SEM-PLS (Structural Equation Modelling Partial Least Square), Toll Road Service Substance, Toll Road User Satisfaction
Abstract
The purpose of this study is to find out the 8 (eight) service substance at minimum service standards which include road conditions, travel speed, accessibility, mobility, safety, rescue units, environment and rest areas and services that affect toll road user satisfaction. This study uses a questionnaire to toll road users, especially in the Jabodetabek area with the SEM-PLS method and the help of SMART-PLS. from the results and analysis of the data described, it is stated that there are 5 (five) service substance that have a negative relationship to the satisfaction of toll road users including road conditions, mobility, safety, environment, and service rest area. Then for the 3 (three) service substances that have a positive relationship to the satisfaction of toll road users, namely travel speed, accessibility and assistance units. This is shown from the results of road conditions to satisfaction obtained of 0.205, the value is <t-table 1.96, travel speed is 2.023 > t-table 1.96, accessibility is 3.216 > t-table 1.96, mobility is 0.916 < t-table 1.96, safety of 0.916 < t-table 1.96, aid units of 5.601 > t-table of 1.96, environment of 1.217 < t-table of 1.96 and rest and service area of 1.016 < t-table of
1.96 on user satisfaction
References
Arumsari, P., Simanjuntak, M. R. A., Sipil, D. T., Jakarta, U. T., Letjen, J., & No, S. P. (2021). Kajian Identifikasi Model Manajemen Mutu Proses Pemeliharaan Jalan Tol Tangerang
– Merak. 67–74.
Fallah-Fini, S., Triantis, K., Rahmandad, H., & de la Garza, J. M. (2015). Measuring dynamic efficiency of highway maintenance operations. Omega (United Kingdom), 50, 18– 28. https://doi.org/10.1016/j.omega.2014.07.001
Karsaman, R. H., Mahendra, Y., Rahman, H., & Sulaksono, S. (2014). Measuring the capacity and transaction time of cash and electronic toll collection systems. Journal of Engineering and Technological Sciences, 46 B(2), 180–194. https://doi.org/10.5614/j.eng.technol.sci.2014.46.2.5
Makmur, A., & Rajugukguk, R. P. (2015). Standar Pelayanan Minimal Jalan Tol. Jurnal Transportasi, 15(2), 107–114.
Makmur, A., Santosa, W., & Sutandi, A. C. (2019). Performance indicators development for toll road minimum services standards in Indonesia. International Journal of Integrated Engineering, 11(8),292–302. https://doi.org/10.30880/ijie.2019.11.08.029
Pratama, R. H., & Sabar, M. (2019). Analysis of the Effect of Service Quality , Rest Area Facilities , and Perceived Price on Customer Satisfaction at The Cipali Toll Road. 4(7), 1285–1289.
Suwarto, F., & Fauziyah, S. (2019). Financial economic cost on gravel road maintenance: Study using HDM-4. IOP Conference Series: Materials Science and Engineering, 669(1). https://doi.org/10.1088/1757-899X/669/1/012033
Suwarto, F., Kurnianto, Y. F., Setiabudi, B., & Sholeh, M. N. (2021). Toll road maintenance towards minimum service standard. IOP Conference Series: Earth and Environmental Science, 700(1). https://doi.org/10.1088/1755- 1315/700/1/012058
Tinggi, K., Ningsih, T., Sulistyarini, E., Karina, B., & Sembiring, F. (2019). Effect of Toll Rates and Facilities on Interest in Reusing Toll Roads Medan - Effect of Toll Rates and Facilities on Interest in Reusing Toll Roads Medan - Kualanamu - Tebing Tinggi. April. https://doi.org/10.9790/487X-2104017886
Zuna, H. T., Hadiwardoyo, S. P., & Rahadian, H. (2015). Analyzing Service Quality of Toll Road and Its Relation with Customer Satisfaction in Indonesia using Multivariate Analysis. August, 10–13.
Zuna, H. T., Hadiwardoyo, S. P., & Rahadian, H. (2016). Developing a model of toll road service quality using an artificial neural network approach. International Journal of Technology, 7(4), 562–570. https://doi.org/10.14716/ijtech.v7i4.2612
Sugiyono (2011). Metode Penelitian Kuantitatif Kualitatif DAN R&D (cetakan ke- 14). Bandung: Alfabeta.
Somantri, Ating dan Sambas ali muhidin. 2006. aplikasi Statistik dalam penelitian. Bandung : Pustaka Setia.
Sukmadinata, Nana Syaodih. 2013. Metode Penelitian Pendidikan. Bandung : PT Remaja Rosdakarya
Husein, Umar. (2000). Riset Pemasaran Dan Penilaian Konsumen. Jakarta: PT Gramedia Pustaka.Arumsari & Simanjuntak. (2021). Kajian Identifikasi Model Manajemen Mutu Proses Pemeliharaan Jalan Tol Tangerang – Merak. 67–74.
Bendungan, P., Luar, H. I., Gempa, B. A., Tahan, R., & Tipikal, G. (2019). Jurnal 01. 5(01).
Fajrin, N., Kismartini, & Rengga, A. (2013). Implementasi Kebijakan Tentang Standar Pelayanan Minimal Jalan Tol Menurut Peraturan Menteri Pekerjaan Umum Nomor 392/PRT/M Tahun 2015 di Kota Semarang. Journal of Public Policy and Management Review, 2(2), 581–590.
Fallah-Fini, S., Triantis, K., Rahmandad, H., & de la Garza, J. M. (2015). Measuring dynamic efficiency of highway maintenance operations. Omega (United Kingdom), 50, 18– 28. https://doi.org/10.1016/j.omega.2014.07.001
Febritasarie, R., & Arjogunawan, D. (2018). … Kualitas Layanan Transaksi, Layanan Lalu Lintas Dan Layanan Konstruksi Terhadap Kepuasan Pelanggan Jalan Tol Pada Pt Jasa …. Management & Accounting …, 02(01), 9–14. http://stieus.ejournal.web.id/index.php/stieus/article/view/10 8
Iskandar, H. (2018). Kajian Standar Pelayanan Minimal Jalan Untuk Jalan Umum Non-Tol. In Jurnal Jalan-Jembatan (Vol. 28, Issue 1, pp. 9–22).
Kurnia, A. Y., Pataras, M., & ... (2020). Analisis Tingkat Pelayanan Jalan Tol Palindra Dari Segi Pengguna. … Applicable Innovation of …, November, 18–19. http://ejournal.ft.unsri.ac.id/index.php/AVoer/article/view/6 66
Makmur, A. (2021). LAYANAN YANG DITERIMA ( EVALUATION OF TOLL ROAD USERS IN INDONESIA ON THE SERVICES RECEIVED ). 47–58.
Makmur, A., & Rajugukguk, R. P. (2015). Standar Pelayanan Minimal Jalan Tol. Jurnal Transportasi, 15(2), 107–114.
Makmur, A., Santosa, W., & Sutandi, A. C. (2019). Performance indicators development for toll road minimum services standards in Indonesia. International Journal of Integrated Engineering, 11(8), 292–302. https://doi.org/10.30880/ijie.2019.11.08.029
Maria, T., Amelia, M., & Vembrie, S. (2020). Evaluation of Toll Road Pavement Performance Based on the 2013 Bina Marga Method (Case Study: Serpong-Pondok Aren Toll Road). IOP Conference Series: Earth and Environmental Science, 498(1). https://doi.org/10.1088/1755-1315/498/1/012024
Nasruddin, M., & Sipil, I. (2017). ANALISIS KONDISI INFRASTRUKTUR JALAN TOL PALIMANAN-KANCI CIREBON BERDASARKAN PEMELIHARAAN Standar Pelayanan Minimum Jalan Tol adalah ukuran yang harus dicapai dalam. November, 4–5.
Pancawati, E., & Gde, A. A. (2013). Pengguna ( Studi Kasus Ruas Jalan Tol Surabaya – Gresik ). November, 1–8.
Prastiyo, I. B., Keselamatan, M., Jalan, T., Keselamatan, P., Jalan, T., Malinda, P. A., Keselamatan, M., Jalan, T., Keselamatan, P., Jalan, T., Burhani, N. A., Keselamatan, M., Jalan, T., Keselamatan, P., Jalan, T., Muzaki, A., Saputra, A., Keselamatan, M., Jalan, T., … Jalan, T. (2016). ( Studi Kasus Jalan Tol Jagorawi ). October, 11–13.
Pratama, R. H., & Sabar, M. (2019). Analysis of the Effect of Service Quality , Rest Area Facilities , and Perceived Price on Customer Satisfaction at The Cipali Toll Road. 4(7), 1285–1289.
Purnomo, K. R., & Wibawa, B. M. (2021). Analisis Tingkat Kepuasan Pengguna Jalan Tol Di Wilayah Unit Jatim 02 Terhadap Layanan Satuan Patroli Jalan Raya Ditlantas Polda Jatim. Jurnal Sains Dan Seni ITS, 9(2), 2–7.6 https://doi.org/10.12962/j23373520.v9i2.55514
Satriotomo, D. (2011). Semarang Dalam Memenuhi Kebutuhan.
Suwarto, F., & Fauziyah, S. (2019). Financial economic cost on gravel road maintenance: Study using HDM-4. IOP Conference Series: Materials Science and Engineering, 669(1). https://doi.org/10.1088/1757-899X/669/1/012033
Suwarto, F., Kurnianto, Y. F., Setiabudi, B., & Sholeh, M. N. (2021). Toll road maintenance towards minimum service standard. IOP Conference Series: Earth and Environmental Science, 700(1). https://doi.org/10.1088/1755- 1315/700/1/012058
T, چ, رسولی., Sky, D., Mbe, H. P. R., Mbe, P., Rmse, H. P. R.,
Rmse, P., Calculo, P., Phantom, D. E. L., Toma, T., Media, T., Bertolotti, D., Karmarkar, B., Mu, A., Jacobsson, E., Eriksson, F., Pereira, A. L. dos S., Amaral, G., Bushee, J.,… Waldenström, L. (2015). No 主観的健康感を中心とした在宅高齢者における 健康関連指標に関する共分散構造分析Title. Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 53(9), 1689–1699. https://www.scoutsecuador.org/site/sites/default/files/%5B biblioteca%5D/5.1 Conservacion de alimentos y Recetas sencillas.pdf%0Ahttp://publications.lib.chalmers.se/records/fulltext/245180/245180.pdf%0Ahttps://hdl.handle.net/20.5 00.12380/245180%0Ahttp://dx
Zuna, H. T., Hadiwardoyo, S. P., & Rahadian, H. (2015). Analyzing Service Quality of Toll Road and Its Relation with Customer Satisfaction in Indonesia using Multivariate Analysis. August, 10–13.
Zuna, H. T., Hadiwardoyo, S. P., & Rahadian, H. (2016). Developing a model of toll road service quality using an artificial neural network approach. International Journal of Technology, 7(4), 562–570. https://doi.org/10.14716/ijtech.v7i4.2612
Zuna, H. T., Pekerjaan, K., Republik, U., & Hadiwardoyo, S. P. (2014). ATRIBUT PELAYANAN JALAN TOL DALAM PENINGKATAN KUALITAS BERKENDARA ( STUDI KASUS : JALAN TOL MAKASSAR ) Departemen Teknik Sipil, Universitas Indonesia Departemen Teknik Sipil , Universitas Indonesia. January, 1–13.
– Merak. 67–74.
Fallah-Fini, S., Triantis, K., Rahmandad, H., & de la Garza, J. M. (2015). Measuring dynamic efficiency of highway maintenance operations. Omega (United Kingdom), 50, 18– 28. https://doi.org/10.1016/j.omega.2014.07.001
Karsaman, R. H., Mahendra, Y., Rahman, H., & Sulaksono, S. (2014). Measuring the capacity and transaction time of cash and electronic toll collection systems. Journal of Engineering and Technological Sciences, 46 B(2), 180–194. https://doi.org/10.5614/j.eng.technol.sci.2014.46.2.5
Makmur, A., & Rajugukguk, R. P. (2015). Standar Pelayanan Minimal Jalan Tol. Jurnal Transportasi, 15(2), 107–114.
Makmur, A., Santosa, W., & Sutandi, A. C. (2019). Performance indicators development for toll road minimum services standards in Indonesia. International Journal of Integrated Engineering, 11(8),292–302. https://doi.org/10.30880/ijie.2019.11.08.029
Pratama, R. H., & Sabar, M. (2019). Analysis of the Effect of Service Quality , Rest Area Facilities , and Perceived Price on Customer Satisfaction at The Cipali Toll Road. 4(7), 1285–1289.
Suwarto, F., & Fauziyah, S. (2019). Financial economic cost on gravel road maintenance: Study using HDM-4. IOP Conference Series: Materials Science and Engineering, 669(1). https://doi.org/10.1088/1757-899X/669/1/012033
Suwarto, F., Kurnianto, Y. F., Setiabudi, B., & Sholeh, M. N. (2021). Toll road maintenance towards minimum service standard. IOP Conference Series: Earth and Environmental Science, 700(1). https://doi.org/10.1088/1755- 1315/700/1/012058
Tinggi, K., Ningsih, T., Sulistyarini, E., Karina, B., & Sembiring, F. (2019). Effect of Toll Rates and Facilities on Interest in Reusing Toll Roads Medan - Effect of Toll Rates and Facilities on Interest in Reusing Toll Roads Medan - Kualanamu - Tebing Tinggi. April. https://doi.org/10.9790/487X-2104017886
Zuna, H. T., Hadiwardoyo, S. P., & Rahadian, H. (2015). Analyzing Service Quality of Toll Road and Its Relation with Customer Satisfaction in Indonesia using Multivariate Analysis. August, 10–13.
Zuna, H. T., Hadiwardoyo, S. P., & Rahadian, H. (2016). Developing a model of toll road service quality using an artificial neural network approach. International Journal of Technology, 7(4), 562–570. https://doi.org/10.14716/ijtech.v7i4.2612
Sugiyono (2011). Metode Penelitian Kuantitatif Kualitatif DAN R&D (cetakan ke- 14). Bandung: Alfabeta.
Somantri, Ating dan Sambas ali muhidin. 2006. aplikasi Statistik dalam penelitian. Bandung : Pustaka Setia.
Sukmadinata, Nana Syaodih. 2013. Metode Penelitian Pendidikan. Bandung : PT Remaja Rosdakarya
Husein, Umar. (2000). Riset Pemasaran Dan Penilaian Konsumen. Jakarta: PT Gramedia Pustaka.Arumsari & Simanjuntak. (2021). Kajian Identifikasi Model Manajemen Mutu Proses Pemeliharaan Jalan Tol Tangerang – Merak. 67–74.
Bendungan, P., Luar, H. I., Gempa, B. A., Tahan, R., & Tipikal, G. (2019). Jurnal 01. 5(01).
Fajrin, N., Kismartini, & Rengga, A. (2013). Implementasi Kebijakan Tentang Standar Pelayanan Minimal Jalan Tol Menurut Peraturan Menteri Pekerjaan Umum Nomor 392/PRT/M Tahun 2015 di Kota Semarang. Journal of Public Policy and Management Review, 2(2), 581–590.
Fallah-Fini, S., Triantis, K., Rahmandad, H., & de la Garza, J. M. (2015). Measuring dynamic efficiency of highway maintenance operations. Omega (United Kingdom), 50, 18– 28. https://doi.org/10.1016/j.omega.2014.07.001
Febritasarie, R., & Arjogunawan, D. (2018). … Kualitas Layanan Transaksi, Layanan Lalu Lintas Dan Layanan Konstruksi Terhadap Kepuasan Pelanggan Jalan Tol Pada Pt Jasa …. Management & Accounting …, 02(01), 9–14. http://stieus.ejournal.web.id/index.php/stieus/article/view/10 8
Iskandar, H. (2018). Kajian Standar Pelayanan Minimal Jalan Untuk Jalan Umum Non-Tol. In Jurnal Jalan-Jembatan (Vol. 28, Issue 1, pp. 9–22).
Kurnia, A. Y., Pataras, M., & ... (2020). Analisis Tingkat Pelayanan Jalan Tol Palindra Dari Segi Pengguna. … Applicable Innovation of …, November, 18–19. http://ejournal.ft.unsri.ac.id/index.php/AVoer/article/view/6 66
Makmur, A. (2021). LAYANAN YANG DITERIMA ( EVALUATION OF TOLL ROAD USERS IN INDONESIA ON THE SERVICES RECEIVED ). 47–58.
Makmur, A., & Rajugukguk, R. P. (2015). Standar Pelayanan Minimal Jalan Tol. Jurnal Transportasi, 15(2), 107–114.
Makmur, A., Santosa, W., & Sutandi, A. C. (2019). Performance indicators development for toll road minimum services standards in Indonesia. International Journal of Integrated Engineering, 11(8), 292–302. https://doi.org/10.30880/ijie.2019.11.08.029
Maria, T., Amelia, M., & Vembrie, S. (2020). Evaluation of Toll Road Pavement Performance Based on the 2013 Bina Marga Method (Case Study: Serpong-Pondok Aren Toll Road). IOP Conference Series: Earth and Environmental Science, 498(1). https://doi.org/10.1088/1755-1315/498/1/012024
Nasruddin, M., & Sipil, I. (2017). ANALISIS KONDISI INFRASTRUKTUR JALAN TOL PALIMANAN-KANCI CIREBON BERDASARKAN PEMELIHARAAN Standar Pelayanan Minimum Jalan Tol adalah ukuran yang harus dicapai dalam. November, 4–5.
Pancawati, E., & Gde, A. A. (2013). Pengguna ( Studi Kasus Ruas Jalan Tol Surabaya – Gresik ). November, 1–8.
Prastiyo, I. B., Keselamatan, M., Jalan, T., Keselamatan, P., Jalan, T., Malinda, P. A., Keselamatan, M., Jalan, T., Keselamatan, P., Jalan, T., Burhani, N. A., Keselamatan, M., Jalan, T., Keselamatan, P., Jalan, T., Muzaki, A., Saputra, A., Keselamatan, M., Jalan, T., … Jalan, T. (2016). ( Studi Kasus Jalan Tol Jagorawi ). October, 11–13.
Pratama, R. H., & Sabar, M. (2019). Analysis of the Effect of Service Quality , Rest Area Facilities , and Perceived Price on Customer Satisfaction at The Cipali Toll Road. 4(7), 1285–1289.
Purnomo, K. R., & Wibawa, B. M. (2021). Analisis Tingkat Kepuasan Pengguna Jalan Tol Di Wilayah Unit Jatim 02 Terhadap Layanan Satuan Patroli Jalan Raya Ditlantas Polda Jatim. Jurnal Sains Dan Seni ITS, 9(2), 2–7.6 https://doi.org/10.12962/j23373520.v9i2.55514
Satriotomo, D. (2011). Semarang Dalam Memenuhi Kebutuhan.
Suwarto, F., & Fauziyah, S. (2019). Financial economic cost on gravel road maintenance: Study using HDM-4. IOP Conference Series: Materials Science and Engineering, 669(1). https://doi.org/10.1088/1757-899X/669/1/012033
Suwarto, F., Kurnianto, Y. F., Setiabudi, B., & Sholeh, M. N. (2021). Toll road maintenance towards minimum service standard. IOP Conference Series: Earth and Environmental Science, 700(1). https://doi.org/10.1088/1755- 1315/700/1/012058
T, چ, رسولی., Sky, D., Mbe, H. P. R., Mbe, P., Rmse, H. P. R.,
Rmse, P., Calculo, P., Phantom, D. E. L., Toma, T., Media, T., Bertolotti, D., Karmarkar, B., Mu, A., Jacobsson, E., Eriksson, F., Pereira, A. L. dos S., Amaral, G., Bushee, J.,… Waldenström, L. (2015). No 主観的健康感を中心とした在宅高齢者における 健康関連指標に関する共分散構造分析Title. Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 53(9), 1689–1699. https://www.scoutsecuador.org/site/sites/default/files/%5B biblioteca%5D/5.1 Conservacion de alimentos y Recetas sencillas.pdf%0Ahttp://publications.lib.chalmers.se/records/fulltext/245180/245180.pdf%0Ahttps://hdl.handle.net/20.5 00.12380/245180%0Ahttp://dx
Zuna, H. T., Hadiwardoyo, S. P., & Rahadian, H. (2015). Analyzing Service Quality of Toll Road and Its Relation with Customer Satisfaction in Indonesia using Multivariate Analysis. August, 10–13.
Zuna, H. T., Hadiwardoyo, S. P., & Rahadian, H. (2016). Developing a model of toll road service quality using an artificial neural network approach. International Journal of Technology, 7(4), 562–570. https://doi.org/10.14716/ijtech.v7i4.2612
Zuna, H. T., Pekerjaan, K., Republik, U., & Hadiwardoyo, S. P. (2014). ATRIBUT PELAYANAN JALAN TOL DALAM PENINGKATAN KUALITAS BERKENDARA ( STUDI KASUS : JALAN TOL MAKASSAR ) Departemen Teknik Sipil, Universitas Indonesia Departemen Teknik Sipil , Universitas Indonesia. January, 1–13.
Published
2023-04-21
How to Cite
Desy Mei Dina, D. M. D., & Amin, M. (2023). THE EFFECT OF TOLL ROAD SPM SERVICE SUBSTANCE ON TOLL ROAD USER SATISFACTION IN THE JABODETABEK AREA. Jurnal Infrastruktur , 9(1), 7 - 14. https://doi.org/10.35814/infrastruktur.v9i1.4086
Section
Articles
Copyright (c) 2023 Jurnal Infrastruktur
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
