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All Journal Neo Journal of economy and social humanities
Irmayanti
Sekolah Tinggi Ilmu Administrasi Banten
Humanities Economics, Econometrics & Finance Social Sciences

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Survey on the Community Satisfaction Index of Public Services for Provincial Roads: Ahmad Yani Road Section (Pandeglang) and Serang–Pandeglang Road Section (Pandeglang) Irmayanti; Ihin Solihin; Yudi Yudistira; Yunengsih; Dede Qodrat Alwajir
Neo Journal of economy and social humanities Vol 4 No 3 (2025): Neo Journal of Economy and Social Humanities
Publisher : International Publisher (YAPENBI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56403/nejesh.v4i3.331

Abstract

This study evaluates community satisfaction with provincial road services on Ahmad Yani (Pandeglang) and Serang–Pandeglang sections. Using a quantitative approach with 384 respondents determined by the Lemeshow formula, data were analyzed through Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). Results show that of 18 service indicators, 9 had positive gaps and 9 negative gaps, with 3 attributes in quadrant I (high importance, low satisfaction). The CSI value of 65.75% indicates users are generally satisfied with the services. Practical implications suggest prioritizing road maintenance, improving responsiveness to user needs, and enhancing accessibility for vulnerable groups. These findings provide useful input for local governments in allocating resources, improving service quality, and developing user centered infrastructure innovations.
Co-Authors Dede Qodrat Alwajir Ihin Solihin Yudi Yudistira Yunengsih