Analysis of User Satisfaction Level of Pemalang Batang Toll Road

Abstract

The construction of toll roads serves as infrastructure that supports economic and social mobility and promotes regional development. However, toll road services often face issues such as deteriorating road quality, lack of road facilities, and traffic disruptions due to accidents or repairs. This study aims to describe toll road service variables, the characteristics, and the satisfaction level of toll road users. The method used is quantitative descriptive. Service variables include information, accessibility, reliability, mobility, safety and security, rest areas, and responsiveness, adapted from the Toll Road Service Quality (TRSQ) theory. Instrument testing tools and respondent distribution use SPSS, and Ms. Excel for descriptive analysis. The sample consists of 480 toll road users of Pemalang Batang in the past year. The results show that toll road users are satisfied with all service variables. To optimize services, the implementation of technological innovations following industrial developments can be carried out.