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All Journal Jurnal Transportasi Jurnal Rekayasa Briliant: Jurnal Riset dan Konseptual Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) SARGA Jurnal Perencanaan dan Pengembangan Kebijakan
Rahayu Sulistyorini
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ANALYSIS OF THE MOST SENSITIVE TOLL ROAD SERVICE PERFORMANCE BASED ON USER PERCEPTION AND INFLUENCED FACTORS Medi Yandriguna; Muhammad Karami; Rahayu Sulistyorini; Masdar Helmi; Niken DWSBU
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 6 No. 1 (2026): Multidiciplinary Output Research For Actual and International Issue
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.18501627

Abstract

This study aims to evaluate the service performance of the Terbanggi Besar–Pematang Panggang–Kayu Agung (TERPEKA) toll road section based on user perceptions and to identify the factors influencing toll road service performance. The analysis employs the Service Quality (SERVQUAL) method and Important Performance Analysis (IPA) to measure the gap between user expectations and perceived performance, complemented by factor analysis to determine the dominant influencing factors. The results indicate that the overall service quality of the TERPEKA toll road remains unsatisfactory, as all SERVQUAL dimensions show quality (Q) values below 1. IPA results reveal several priority attributes requiring immediate improvement, particularly road surface conditions, street lighting, modern toll facilities, road geometry comfort and safety, and rest area comfort and security. Furthermore, factor analysis identifies three main factors influencing service performance—service factors, quality factors, and performance factors—which together explain 77.33% of the total variance. The service factor is the most dominant, contributing 66.131% of the variance, followed by quality and performance factors. These findings highlight the need for targeted improvements in infrastructure quality and service management to enhance user satisfaction on the TERPEKA toll road.
Analisis Kualitas Layanan Transportasi Umum Lanjutan di Stasiun Kereta Api Tanjung Karang Tri Nanda Arselia; Rahayu Sulistyorini; Muhammad Karami
BRILIANT: Jurnal Riset dan Konseptual Vol 11 No 1 (2026): Volume 11 Nomor 1, Februari 2026
Publisher : Universitas Nahdlatul Ulama Blitar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.28926/briliant.v11i1.2180

Abstract

In this globalization era, the demand for mobility of people and object are pivotal. The existence of a safe, comfortable, and accessible transportation service should be provided in order to increase demand. This study focuses on the passengers at Tanjung Karang Train Station, where the annual increase in passenger numbers has led to higher demand for post-train transportation services. The research evaluates passengers' satisfaction and perception towards the extension of this service at Tanjung Karang train station using the Servqual method and Importance Performance Analysis method (IPA). Results show 11 negative values (unsatisfactory) and 3 positive values (satisfactory). A Cartesian Diagram is used to show the scale priority in the satisfaction-expectation relationship in 4 different quadrants: 6 variables in Quadrant 1, which requires highest priority improvements, 1 variable in Quadrant 2, which requires performance maintenance, 2 Variables in Quadrant 3, which require low priority, and 5 variables in Quadrant 4 represent over-satisfactory.
Co-Authors agung prambudi Ahmad Yusuf Naufal Ahmad Zakaria Aleksander Purba Alfina Dwi Putri Alfrido Hutagalung Arif Ramadhan Ayu Lena Lena Meilina Bona Gultom Cahya Ayu Afrisca Cindy Novalia Dani Aprizal Deni Purwadi Desna Anida Devianti Muziansyah Dwi Herianto Emmi Desniati Esty Handayani evi renitasari Fitria Sari Gunawan Frans Hasiholan Tanjung hilda trianda walimuda Ika Kustiani Iswan Iswan Ivonne Nisrina Kusuma Masdar Helmi Maulana Rendri Yuda Medi Yandriguna Megalensi Kholbuniah Meutia Nadia Karunia Muhammad Agung Setia Darma Muhammad Al Havis Muhammad Athaya Atha Muhammad Irfan Affandi muhammad karami muhammad vareza pratama Muhammad Zainal Ibad Mutia Septriandini Niken DWSBU Novri Yanti Purba Tanjung Nurmagita Pamursari Ofyar Z. Tamin Ponco Sugiarto Prayoga Prayoga Priyo Pratomo Ragil Priawan Rahmad Dzulhadi Resty Jenni Ultriyani Ridho Pradana Riyan Heriadi rizca sutra ayu Rolan Ardeka Putra Sasana Putra Setyanto Setyanto Sherly Novita Sari Nawawi Siti Anugrah Mulya Putri Ofrial Siti Mulya Siti rahmani Syukur Sebayang Tambunan, Hermon Frederik Tazkia Mustaqima tessya febrania Titi Liliani Soedirjo Tri Nanda Arselia Wayan Yogie Sentanu YESI MIRANTI Yohanes Martono Yohanes Martono Hadi Yovi Dwiana Yuda Ariza Ferdian