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ITS » Paper and Presentation » Manajemen Asset - S2
Posted by dee@its.ac.id at 25/02/2015 19:11:22  •  1387 Views


ANALISIS LAYANAN JALAN TOL BERDASARKAN KEBUTUHAN PENGGUNA STUDI KASUS RUAS JALAN TOL SURABAYA - GRESIK

HIGHWAY SERVICE ANALYSIS BASED ON USER NEEDS Case Study Surabaya - Gresik Toll Road Section

Author :
PANCAWATI, ELIS ( 3111207805 )




ABSTRAK

Pertumbuhan pesat Kota Gresik sebagai daerah penyangga Kota Surabaya menjadikan aktifitas perekonomian di kedua kota ini meningkat. Kegiatan perindustrian perdagangan distribusi barang dan jasa serta mobilitas masyarakat bertambah seiring dengan pertumbuhan ekonomi yang ada. Jalan tol SurabayaGresik merupakan prasarana transportasi yang dibangun dalam rangka meningkatkan efisiensi pelayanan jasa distribusi penunjang pertumbuhan perekonomian tersebut. Namun kenyataannya masih dijumpai layanan yang kurang memuaskan bagi penggunanya dimana kondisi jalan masih belum terlalu nyaman untuk digunakan jalan aspal masih banyak bergelombang dan penerangan jalan pada malam hari masih kurang. Untuk itu diperlukan kajian mengenai layanan jalan tol Surabaya-Gresik dalam memenuhi kebutuhan pengguna dengan mengukur tingkat kepuasan dan persepsi pengguna agar dapat ditindaklanjuti guna peningkatan kualitas layanan jalan tol Surabaya-Gresik. Tujuan penelitian ini adalah untuk menganalisis tingkat layanan jalan tol SurabayaGresik dalam memenuhi kebutuhan pengguna dilihat dari kepuasan penggunanya dan menganalisis atribut layanan apa saja yang masih perlu ditingkatkan di jalan tol Surabaya-Gresik. Tingkat kepuasan pengguna diukur melalui survei kepada 395 pengguna jalan tol yang pernah menggunakan layanan jalan tol Surabaya-Gresik dimana atribut yang diteliti mengacu pada lima dimensi utama kualitas layanan jasa yaitu bukti fisik keandalan kesigapan jaminan dan empaty. Berdasarkan hasil survei kemudian dilakukan analisis menggunakan metode Importance Performance Analysis IPA untuk memperoleh atribut layanan apa saja yang perlu mendapatkan penanganan peningkatan. Hasil analisis menunjukkan bahwa pengguna merasa cukup puas terhadap layanan jalan tol Surabaya-Gresik. Hal ini berarti layanan yang tersedia cukup memenuhi kebutuhan pengguna akan layanan jalan tol. Adapun beberapa atribut layanan jalan tol Surabaya-Gresik yang perlu mendapatkan prioritas penanganan yaitu kondisi permukaan jalan kondisi geometri jalan lampu penerangan arus lalu lintas kebersihan jalan tol antrian pembayaran tol rambu dan marka jalan pagar pengaman median dan pagar pembatas manajemen pintu tol kinerja petugas dan layanan derek resmi.


ABSTRACT

The rapid growth of Gresik as a buffer zone of city of Surabaya make economic activity in both of the cities increased. Activities of industry commerce distribution of goods and services as well as community mobility increase along with economic growth. Surabaya-Gresik highway as transportation infrastructure was built in order to improve the efficiency of distribution of services supporting the economic growth in the area. However in the actual condition there is still found unsatisfactory service for its users where the road condition are still not comfortable to use still many bumpy asphalt road and insufficient street lighting at night. For that reason it required a research on the Surabaya-Gresik highway services in meeting the needs of users by measuring the level of users satisfaction and perception to be followed in order to improve the quality of Surabaya-Gresik highway services. The objective of this research is to analyze the level of Surabaya-Gresik highway service in meeting the needs of its users view of satisfaction and analyzing the toll service attributes that need to get an increase. The level of user satisfaction is measured through a survey of 395 toll road users who had used the Surabaya-Gresik highway services. The under study attributes refer to the five main dimensions of service quality namely tangibles reliability responsiveness assurance and emphaty. Based on the survey results further analysis then performed using Importance Performance Analysis IPA methods to get any attributes that need to be improved. The result showed that the users are quite satisfied with the Surabaya- Gresik highway service. It means that the services can be sufficient to meet the users needs of highway service. The attributes of the Surabaya-Gresik highway services that need to be improved are the condition of the road surface road geometry lighting traffic toll cleanliness queuing at the toll gate signs guardrail the toll booth management performance of employe and towing services.



Keywordsdimensi kualitas layanan jasa; Importance Performance Analysis; pengguna jalan tol; Tol Surabaya-Gresik
 
Subject:  Jalan Tol
Contributor
  1. A. A. Gde Kartika, ST., M. Sc
  2. Ir. Sumino, M. MT
Date Create: 01/03/2014
Type: Text
Format: pdf
Language: Indonesian
Identifier: ITS-paper-31121140006331
Collection ID: 31121140006331
Call Number: RTS 625.7. Pan a


Source
Paper and Presentation of Civil Engineering, RTS 625.7. Pan a, 2015

Coverage
ITS Community

Rights
Copyright @2015 by ITS Library. This publication is protected by copyright and per obtained from the ITS Library prior to any prohibited reproduction, storage in a re transmission in any form or by any means, electronic, mechanical, photocopying, reco For information regarding permission(s), write to ITS Library




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ITS-paper-31121140006331-36148.pdf




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