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All Journal Jurnal Jalan Jembatan Jurnal Teknik Sipil
Prastiyo, Imam
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Civil Engineering, Building, Construction & Architecture

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UPDATING THE TOLL ROAD SERVICE QUALITY (TRSQ) MODEL THROUGH THE INTEGRATION OF AI-BASED TECHNOLOGICAL INNOVATIONS Prastiyo, Imam; Prih Raharjo, Efendhi; Maimunah, Siti
Jurnal Jalan Jembatan Vol 42 No 2 (2025)
Publisher : Direktorat Bina Teknik Jalan dan Jembatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58499/jatan.v42i2.1386

Abstract

Toll roads can play a vital role in supporting mobility, logistics, and regional economic growth. However, issues such as congestion, declining road quality, and limited real-time information systems often hinder service performance. This study aims to update the Toll Road Service Quality (TRSQ) model by integrating artificial intelligence (AI)-based technological innovations as a mediating variable to enhance excellent toll road services. Using a quantitative explanatory approach, data were collected from 480 users of the Pemalang–Batang Toll Road via a questionnaire survey. Data analysis employed SmartPLS to test causal relationships among TRSQ variables, which include information, accessibility, reliability, mobility, safety and security, rest areas, and responsiveness. Results show that all TRSQ variables significantly influence service excellence, both directly and through technology as a mediator. Priority indicators identified include toll gate queue length, availability of road markings and information boards, traffic flow, real-time traffic updates, and service comfort. The study highlights the urgency of applying AI-based intelligent transportation systems—such as innovative CCTV, remote sensors, and automated information management—to optimise toll road performance, improve user satisfaction, and strengthen sustainable transport services. Keywords: artificial intelligence, smartpls, technological innovation, toll road service, TRSQ model, user satisfaction
Peningkatan Kualitas Layanan Jalan Tol Pemalang Batang Prastiyo, Imam; Dara, Pase
Jurnal Teknik Sipil Vol 22 No 1 (2026): Jurnal Teknik Sipil
Publisher : Universitas Kristen Maranatha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.28932/jts.v22i1.11641

Abstract

Road infrastructure plays a vital role in supporting mobility and economic growth. The Pemalang Batang Toll Road, stretching 39.2 km, is part of the Trans Java network, serving as an alternative to the northern coastal (Pantura) route and driving regional economic development. While designed to provide fast and safe access, the toll road faces challenges such as poor road conditions and inadequate nighttime lighting. Despite efforts to meet the Minimum Service Standards (SPM) set by the government, existing conditions still cause user dissatisfaction, as reflected in the high number of accidents in 2022. This study aims to enhance the service quality of the Pemalang Batang Toll Road in accordance with SPM. The research employs a quantitative method, using primary data from questionnaires based on modified service quality (servqual) dimensions and secondary data from literature and regulations. Data analysis was conducted using importance performance analysis (IPA) with SPSS and the analytical hierarchy process (AHP) with expert choice. This study integrates the IPA and AHP methods to assess and prioritize toll road service quality improvements based on the users perspective. The findings show that the toll road’s services are not yet optimal, with seven service attributes placed in quadrant I (priority for improvement). Road surface condition was identified as the top priority for improvement, with a weight value of 42%.
Co-Authors Dara, Pase Raharjo, Efendhi Prih Siti Maimunah