relation: https://eprints.untirta.ac.id/47815/
title: EVALUASI KUALITAS PELAYANAN  JALAN TOL TANGERANG – MERAK MENGGUNAKAN METODE SERVICE QUALITY, IPA, DAN QFD
creator: MANURUNG, BENAYA VIKYANTRA
subject: T Technology (General)
description: Toll roads are an important piece of infrastructure in the sustainability of human activities. Therefore, assessing the quality of service on toll roads is the company's main focus in order to create maximum satisfaction value for toll road users. Several problems and complaints are often experienced by toll road users. To resolve this problem, an evaluation of the service quality of the Tangerang-Merak toll road was carried out, by identifying what factors caused complaints by toll road users using the service quality, IPA and QFD methods. This research began by collecting complaints from toll road users using a service quality questionnaire, after that determining what attributes were priority improvements based on the respondents' results, and determining priority solutions that the company could implement. Based on the research results, it is known that there are 5 attributes that respondents with the highest science scores complain about. Improvements need to be made to these five attributes based on the priority of the solutions produced. The first solution that must be taken by the company is to implement Toll Road Minimum Service Standards (SPM).
date: 2025-03-11
type: Thesis
type: NonPeerReviewed
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identifier: https://eprints.untirta.ac.id/47815/1/Benaya%20Vikyantra_3333200056_Fulltext.pdf
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identifier: https://eprints.untirta.ac.id/47815/2/Benaya%20Vikyantra_3333200056_01.pdf
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identifier: https://eprints.untirta.ac.id/47815/3/Benaya%20Vikyantra_3333200056_02.pdf
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identifier: https://eprints.untirta.ac.id/47815/4/Benaya%20Vikyantra_3333200056_03.pdf
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identifier: https://eprints.untirta.ac.id/47815/5/Benaya%20Vikyantra_3333200056_04.pdf
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identifier: https://eprints.untirta.ac.id/47815/6/Benaya%20Vikyantra_3333200056_05.pdf
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identifier: https://eprints.untirta.ac.id/47815/7/Benaya%20Vikyantra_3333200056_06.pdf
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identifier: https://eprints.untirta.ac.id/47815/8/Benaya%20Vikyantra_3333200056_Ref.pdf
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identifier: https://eprints.untirta.ac.id/47815/9/Benaya%20Vikyantra_3333200056_Lamp.pdf
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identifier: https://eprints.untirta.ac.id/47815/10/Benaya%20Vikyantra_3333200056_CP.pdf
identifier:   MANURUNG, BENAYA VIKYANTRA  (2025) EVALUASI KUALITAS PELAYANAN JALAN TOL TANGERANG – MERAK MENGGUNAKAN METODE SERVICE QUALITY, IPA, DAN QFD.  S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.