EFEKTIVITAS LAYANAN JALAN TOL KOTA SEMARANG DALAM MEMENUHI KEBUTUHAN PENGGUNA

Abstract

Semarang toll road, managed by PT. Jasa Marga (Persero) Tbk Semarang branch, is a freeway connecting inter-cities movements among three provinces in Java Island, that is, West Java, East Java and Yogyakarta. As a freeway, the service quality of this road, in terms of roads conditions, mean travel speed, and safety, should be higher than that of non-toll roads. However, so far, there is no research conducted to measure the effectiveness of this road operation in fulfilling the user expectation. Therefore, it is necessary to perform a study to evaluate the satisfaction of the service provided. This study attempted to measure the effectiveness of the available Semarang toll road services, based on the level of user satisfaction. The results of this study are expected to provide input on the attributes of the freeway user satisfaction as well as the improvement strategies. The results of this research indicated that, based on Servqual dimensions in the analysis of Important -Performance framework, a perception bias and intolerable error value was found. This due to a significant perception difference among the respondents, which are represented by the differences in time and toll-road section usages, the differences in the facility characteristics of each freeway section, and the differences in service standard received by the respondents. According to the results, it can be concluded that Semarang toll-road service is considered insufficient or not effective in satisfying by the users. This is shown by the existence of a low satisfaction level on the service that was considered important by the users. To solve this problem, recommended managerial strategies were proposed. These strategies were grouped by types of action that will be given, that is, repair and improvement, performance consistency, and effectiveness and efficiency orientation. The application of the strategies was expected to be adapted with the policy and service development planning of Semarang toll road. Although it is only limited from the consumer point of view, the approach is expected to contribute in toll road infrastructure research, especially service quality and user satisfaction.