Evaluasi Efektivitas Layanan Pada Jalan Tol Balikpapan-Samarinda Dalam Memenuhi Kepuasan Pengguna

Abstract

Pembangunan jalan tol bertujuan untuk mempercepat sarana transportasi, pariwisata dan pertumbuhan ekonomi serta mempersingkat jarak waktu tempuh. Demi mendukung terlaksananya tujuan tersebut ditetapkan standar pelayanan minimal (SPM) jalan tol. Penelitian ini bertujuan menilai seberapa efektif layanan Jalan Tol Balikpapan-Samarinda dalam memenuhi kepuasan pengguna. Terdapat 30 indikator layanan Jalan Tol Balikpapan-Samarinda berdasarkan SPM jalan tol yang diukur untuk melihat tingkat kepuasan pengguna. Ketiga puluh indikator layanan tersebut mewakili lima dimensi Servqual yakni tangible, reliability, responsiveness, assurance, dan emphaty. Metode yang digunakan dalam mengukur kepuasan pengguna yaitu Customer Satisfaction Index (CSI) dan Important Perfomance Analysis (IPA) serta menggunakan analisis Strength, Weaknesses, Opportunity, Threat (SWOT). Berdasarkan hasil analisis data penelitian, diperoleh hasil simpulan (1) Berdasarkan metode CSI nilai indeks kepuasan pengguna jasa diperoleh sebesar 74.11 % yang masuk kriteria puas. (2) Berdasarkan metode IPA,  ada 7 indikator layanan yang termasuk dalam kuadran I, dimana frekuensi indikator layanan tidak lebih dari (1/4) 30 indikator layanan yaitu 8 indikator, mengindikasikan layanan efektif dalam memenuhi kepuasan pengguna. (3) Berdasarkan analisis SWOT menghasilkan matriks yang mencakup tiga strategi SO, dua strategi ST, dua strategi WO dan tiga strategi WT, dimana strategi terbaik yang dapat diterapkan yaitu strategi  WT.The construction of toll roads is aimed at accelerating means of transportation, tourism and economic growth as well as shortening the travel time. In order to support the implementation of these objectives, a toll road minimum service standard has been established. This study aims to assess how effective the Balikpapan-Samarinda Toll Road service is in meeting user satisfaction. There are 30 service indicators for the Balikpapan-Samarinda Toll Road based on toll road minimum service standards that are measured to see the level of user satisfaction. The 30 service indicators represent the five dimensions of Servqual. The method used in measuring user satisfaction is the Customer Satisfaction Index (CSI) and Important Performance Analysis (IPA) and also SWOT analysis. The conclusions are (1) Based on the CSI method, the value of the service user satisfaction index is 74.11% which is included in the criteria of 'satisfied'. (2) Based on the IPA method, it shows that there are 7 service indicators included in Quadrant I, where the frequency of service indicators is not more than (1/4) 30 service indicators namely 8 indicators, indicating effective service in meeting user satisfaction. (3) Based on SWOT analysis produces a matrix that includes three SO strategies, two ST strategies, two WO strategies and three WT strategies , where the best strategy to apply is the WT strategy.