• Vol 7, No 4 (2016)
  • Civil Engineering

Developing a Model of Toll Road Service Quality using an Artificial Neural Network Approach

Herry T. Zuna, Sigit Pranowo Hadiwardoyo, Hedy Rahadian


Publish at : 31 Oct 2016 - 00:00
IJtech : IJtech Vol 7, No 4 (2016)
DOI : http://dx.doi.org/10.14716/ijtech.v7i4.2612

Cite this article as:
Zuna, H.T.., & Hadiwardoyo, S.P..& Rahadian, H.. 2016. Developing a Model of Toll Road Service Quality using an Artificial Neural Network Approach. International Journal of Technology. Volume 7(4), pp.562-570
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Herry T. Zuna Department of Civil Engineering, Faculty of Engineering, Universitas Indonesia, Kampus UI Depok, Depok 16424, Indonesia
Sigit Pranowo Hadiwardoyo Department of Civil Engineering, Faculty of Engineering, Universitas Indonesia, Kampus UI Depok, Depok 16424, Indonesia
Hedy Rahadian Department of Civil Engineering, Faculty of Engineering, Universitas Indonesia, Kampus UI Depok, Depok 16424, Indonesia
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Abstract

Road infrastructure includes toll roads developed to support mobility and economic activity. The toll road is part of the road network and is an alternative that can save travelers time and give them better service. The level of service of the toll road is strongly connected to the level of satisfaction of toll road users; therefore, customer satisfaction needs to be included in development models. The purpose of this study was to develop a model approach to customer satisfaction using an artificial neural network (ANN). Two models of customer satisfaction, SERVQUAL and Minimum Service Standards (SPM), have been used to modify the Toll Road Service Quality (TRSQ) model. This study has been able to explain that TRSQ has a value of R2, meaning the result is better than that of the other two models. The TRSQ model itself consists of seven dimensions: information, accessibility, reliability, mobility, security, rest areas, and responsiveness. Reliability is the dimension with the greatest effect on customer satisfaction.

Artificial neural network; Customer satisfaction; Quality of service; Toll road