Evaluasi Kinerja Pelayanan yang Disediakan pada Tol Trans-Jawa Berdasarkan Persepsi Supir Truk Angkutan Logistik

https://doi.org/10.5614/jts.2021.28.2.10

Authors

  • Sri Hendarto Program Studi Teknik Sipil, Fakultas Teknik Sipil dan Lingkungan. Institut Teknologi Bandung
  • Cavin Ornando Simorangkir Program Studi Teknik Sipil, Fakultas Teknik Sipil dan Lingkungan. Institut Teknologi Bandung
  • Kardina Nawassa Setyo Ayuningtyas Program Studi Teknik Sipil, Fakultas Teknik Sipil dan Lingkungan. Institut Teknologi Bandung
  • Andreas Danu Prakoso Program Studi Teknik Sipil, Fakultas Teknik Sipil dan Lingkungan. Institut Teknologi Bandung

Keywords:

Tol Trans-Jawa, kinerja pelayanan, supir truk, Customer Satisfaction Index, Importance Performance Analysis

Abstract

Abstrak

Beberapa isu permasalahan terjadi pada jalan tol Trans Jawa: dugaan tarif tol yang mahal dan kinerja pelayanan yang dianggap belum memenuhi Standar Pelayanan Minimal (SPM). Oleh karena itu, perlu dilakukan evaluasi kinerja jalan tol dengan mempertimbangkan persepsi pengguna jalan, khususnya supir angkutan logistik. Penetapan responden dari angkutan logistik dikarenakan terdapat penurunan signifikan penggunaan Tol Trans-Jawa pada kendaraan ini. Data dikumpulkan melalui wawancara ke supir truk di ruas jalan tol untuk memperoleh tingkat kepuasan dan kepentingan dari sejumlah atribut pelayanan. Pengelompokkan atribut didasarkan pada Model Toll Road Service Quality (TRSQ). Tingkat kepuasan secara umum dianalisis menggunakan Metode Customer Satisfaction Index (CSI) tingkat prioritas penanganan atribut pelayanan dengan Metode Importance Performance Analysis (IPA). Hasil menunjukan bahwa seluruh atribut pelayanan memiliki kinerja di bawah ekspektasi supir truk dan masih berada pada kondisi yang memprihatinkan. Tujuh atribut kinerja pelayanan yang menjadi prioritas utama untuk ditingkatkan, yaitu: kualitas penerangan jalan, permukaan jalan, perbaikan kerusakan jalan, tarif tol, permasalahan kecelakaan lalu lintas, layanan ambulans dan kendaraan penyelamat, serta layanan derek resmi kendaraan mogok. Atribut yang menjadi prioritas utama ini menjawab dugaan permasalahan yang selama ini menjadi isu pembangunan Tol Trans-Jawa. Diharapkan pengelola Tol Trans-Jawa dapat meningkatkan kinerja pelayanan tol yang baik guna memenuhi kepuasan para penggunanya.

Kata Kunci: Tol Trans-Jawa, kinerja pelayanan, supir truk, Customer Satisfaction Index, Importance Performance Analysis.

Abstract

Several issues are occurred on Trans-Jawa toll road: the perspective of expensive tariff and services performance that did not fulfill Minimum Service Standards (SPM). Therefore, it is crucial to evaluate the toll road performance on road user perception, especially logistic truck drivers. Data on this research was gathered on the logistic truck driver because the number of logistics users significantly decrease. Data were collected from truck driver's interviews to find the level of satisfaction and the importance of service attributes. Attributes are grouped based on Toll Road Service Quality (TRSQ). The satisfaction level is analyzed using the Customer Satisfaction Index (CSI), and service attributes performances were analyzed using Importance Performance Analysis (IPA). Research shows that all of the service attributes are below the expectation of truck drivers, and they need to be concerned. The seven attributes of service performance are the main priorities and need to be improved: road lighting quality, road roughness, road maintenance and rehabilitation, tariff, traffic accident management, ambulance, emergency transportation service, and tow service. These attributes become the main priorities in solving the alleged troubles surrounding the development of the Trans-Java toll road. This research is expected to be a consideration for Trans-Java toll road improvement

Keywords: Trans-Java tollroad, service performance, truck driver, Customer Satisfaction Index, Importance Performance Analysis.

 

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Published

2021-09-03