EVALUATION OF THE EFFECTIVENESS SERVICE PERFORMANCE OF MANADO-BITUNG TOLL ROAD
The Manado-Bitung toll road in North Sulawesi has just been operating in 2020 in the hope of increasing economic activities, reducing congestion, increasing accessibility, and improving the welfare of the public. However, on the toll road there are minimum service standards and toll road attribut...
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| Format: | Theses |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/68938 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | The Manado-Bitung toll road in North Sulawesi has just been operating in 2020 in the
hope of increasing economic activities, reducing congestion, increasing accessibility,
and improving the welfare of the public. However, on the toll road there are minimum
service standards and toll road attributes that have a high level of interest that are
coordinated in physical dimensions, service reliability, and responsiveness where toll
road users expect toll road operators to provide services according to the main
function of the toll road, by providing Comfort in driving in order to create user
satisfaction in using toll roads.
The level of satisfaction and effectiveness performance of toll road services is
measured based on the service quality method and the Importance Performance
Analysis method. Before the method was collected data using the questionnaire method
and then testing the validity and reliability test. The traffic survey was conducted to
support the level of satisfaction based on the smooth traffic in terms of travel time on
the Manado-Bitung toll road and the Manado-Bitung Arterial Road. Based on the
results of the analysis of the servqual and science methods, as well as the
calculation of travel time, the results are obtained that the physical aspects and the
reliability of toll road services requires attention to increase the level of satisfaction
and service performance. Travel time on the Manado-Bitung toll road is 24.08 minutes
while the travel time on the arterial road is 78.33 minutes. This shows that passing the
Manado-Bitung toll road can save time of 54.25 minutes so this is proven to be effective |
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