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.
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Abstract
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).
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Jalan tol menjadi salah satu infrastruktur penting dalam keberlanjutan kegiatan manusia. Maka dari itu, penilaian kualitas pelayanan pada jalan tol menjadi fokus utama perusahaan demi menciptakan nilai kepuasan pengguna jalan tol yang maksimal. Beberapa permasalahan dan keluhan kerap dirasakan oleh para pengguna jalan tol. Untuk menyelesaikan permasalahan tersebut, maka dilakukan evaluasi kualitas pelayanan jalan tol tangerang-merak, dengan mengidentifikasi faktor apa saja yang menjadi keluhan oleh para pengguna jalan tol menggunakan mtode service quality, IPA, dan QFD. Penelitian ini dimulai dengan mengumpulkan keluhan para pengguna jalan tol dengan menggunakan kuesioner service quality, setelah itu menntukan atribut apa saja yang menjadi prioritas perbaikan berdasarkan hasil responden tersebut, dan menentukan solusi yang menjadi prioritas yang mampu dilakukan oleh perusahaan. Berdasarkan hasil penelitian diketahui bahwa terdapat 5 atribut yang menjadi keluhan responden dengan skor IPA tertinggi. Perlu dilakukan perbaikan terhadap kelima atribut tersebut berdasarkan prioritas solusi yang dihasilkan. Solusi pertama yang harus dilakukan oleh perusahaan adalah menerapkan Standar pelayanan Mininal (SPM) Jalan Tol. | |||||||||
| Subjects: | T Technology > T Technology (General) | |||||||||
| Divisions: | 03-Fakultas Teknik 03-Fakultas Teknik > 26201-Jurusan Teknik Industri |
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| Depositing User: | BENAYA VIKYANTRA MANURUNG | |||||||||
| Date Deposited: | 12 Mar 2025 02:43 | |||||||||
| Last Modified: | 12 Mar 2025 02:43 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/47815 |
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