EVALUATION OF THE EFFECTIVENESS SERVICE PERFORMANCE OF MANADO-BITUNG TOLL ROAD

• Main Author: Latumeten, Imanuel
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/68938
• Institution: Institut Teknologi Bandung

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