Improving the Quality of Toll Road Services to Increase Satisfaction Level of Pekanbaru – Dumai Toll Road
نویسندگان
چکیده
Pekanbaru - Dumai toll road is one of the segments Trans Sumatra roads built by PT Hutama Karya. The connects economic centers in Riau Province, including Dumai-Duri-Kandis-Petapahan-Minas-Pekanbaru. On Pekanbaru-Dumai road, problems with service quality were found. This research has two objectives: to analyze and level satisfaction users assessed from users. second objective formulate referral recommendations fix improve services terms needs expectations study employs IPA analysis identify degree performance importance qualities, CSI determine users, QFD define development priorities for road. results this obtained that was 0.63, category quite satisfied. priority surface maintenance regularly, lighting facility third safety fourth rest area facilities, fifth expand parking area, absolute enforce electronic fines or (e-ticket) traffic violations.
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ژورنال
عنوان ژورنال: Civil and environmental science journal
سال: 2023
ISSN: ['2620-6218']
DOI: https://doi.org/10.21776/ub.civense.2023.00601.4