Analisis Tingkat Kepuasan Pengguna Terhadap Pemenuhan Standar Pelayanan Minimal Jalan Tol
DOI:
https://doi.org/10.22441/jrs.2023.v12.i2.03Keywords:
Kepuasan Pengguna, Standar Pelayanan Minimal Jalan Tol, Substansi PelayananAbstract
Standar Pelayanan Minimal jalan tol sangat diperlukan untuk menjamin tercapainya kenyamanan, kelancaran, dan keselamatan berlalu lintas bagi pengguna jalan tol. Standar Pelayanan Minimal yang mengacu kepada Peraturan Menteri Pekerjaan Umum Nomor 16/PRT/M/2014 berlaku untuk seluruh jalan tol di Indonesia. Monitoring dan evaluasi terhadap pemenuhan Standar Pelayanan Minimal jalan tol ini sudah dilakukan secara rutin, namun masih banyak ditemukan beberapa indikator yang belum dipenuhi oleh Badan Usaha Jalan Tol. Penelitian ini bertujuan mencari tahu hubungan kinerja SPM terhadap kepuasan pengguna jalan tol di wilayah Jabodetabek. Penelitian ini dilakukan berdasarkan hasil kuisioner yang dilakukan pada 14 ruas jalan tol pada tahun 2021. Tingkat kepuasan pengguna tertinggi adalah Petunjuk Jalan (perambuan, marka jalan, guide post/reflektor, patok kilometer, dan patok hektometer) dengan rata-rata skor skala Likert (4,058), kemudian disusul oleh Kebersihan (4,006), dan Kecepatan Transaksi Rata-rata (3,904). Tiga indikator SPM jalan tol dengan tingkat kepuasan pengguna paling adalah Toilet pada TI dan TIP dengan rata-rata skor skala Likert (3,431), kemudian disusul oleh Jumlah Antrian Kendaraan (di Gardu Tol) (3,532), dan On/Off Ramp pada TI dan TIP (3,562).
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