<![CDATA[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).]]>
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