Analisis Isi Laporan Ketidakpuasan Pengguna Jalan Tol Saat Transaksi di Gerbang Tol

Abstract

Good road network could make a country motivate their economic activities and will grow nations prosperity. In Indonesia as well, developing toll where including in National Road Network helpful in product or service distribution activity, make it reach their destination faster and gives good effect for economic progress of Indonesia. Toll Road in Semarang has length 24.75 km and parting be four toll gates, they are Manyaran Toll Gate, Gayamsari Toll Gate, Muktiharjo Toll Gate and Tembalang Toll Gate where Jasa Marga Corp. Semarang Branch be operational support . In each toll gate, there is some employee with duty for servicing toll road users. Those employee who standby in the toll gate called Pul-Tol Official (Collector toll fee). Pul-Tol official in the toll gate be a front liner who doing communications between company and toll road users. But, sometimes Jasa Marga Corp. Semarang Branch got some report about Pul-Tol official services from toll road users. They feel Unsatisfaction about services. Jasa Marga Corp. Semarang Branch has three ways for toll road user for share their Unsatisfaction they are trough hotline service (024) 7607777, trough on air/off air on Rasika Radio 105.6 FM and Idola Radio 92.6 FM, even toll road users able to come directly to Jasa Marga Corp. Semarang Branch Office to share and make a complain. This research use content analyze method for describing toll road users Unsatisfaction. This research takes 22 sample of Unsatisfaction reports. Unsatisfaction type which most often to be shared from toll road user is Unsatisfaction where Pul-Tol official using bad words and impolite when gives services during transaction in the toll gate. A company must supplying good communication skill for Pul-Tol official. Hopeful Pul-Tol official able to do communications properly and toll road user Unsatisfaction can be minimized or even can be removed. Keywords : Unsatisfaction, Pul-Tol Official, Toll Gate, Jasa Marga Corp. Semarang Branch