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All Journal Jurnal Ilmiah Manajemen Dan Kewirausahaan
Fahmi Ramdani
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Economics, Econometrics & Finance

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Evaluasi Tingkat Kepuasan Pengguna Jalan Tol Terkait Kinerja Call Center dan Unit Lapangan pada Astra Infra Toll Road Tangerang-Merak Fahmi Ramdani; Furtasan Ali Yusuf; Kenedi Kenedi
Jurnal Ilmiah Manajemen dan Kewirausahaan Vol. 5 No. 3 (2026): September: Jurnal Ilmiah Manajemen dan Kewirausahaan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jimak.v5i3.7947

Abstract

PT Astra Infra Toll Road is one of the companies responsible for maintaining the Tangerang-Merak Toll Road and is required to provide excellent services to toll road users. User satisfaction is an important factor in evaluating service quality, as positive experiences can influence users’ responses toward the company. This study aims to analyze and describe the quality of toll road services and their impact on user satisfaction. The research employed a descriptive qualitative approach with data collected through in-depth interviews, direct observations at toll gates, and documentation studies. The informants consisted of toll road managers and toll road users. The results show that service quality dimensions, including officer responsiveness, road facility comfort, and driving safety, significantly influence user perceptions. Technical problems in the Call Center service were identified as the main factor reducing user satisfaction. However, friendly officer services and quick emergency responses contributed to restoring user trust and satisfaction. This study recommends improving technological infrastructure reliability and conducting regular road maintenance to optimize the implementation of minimum service standards (SPM).
Co-Authors Furtasan Ali Yusuf Kenedi, Kenedi