TA DIGITAL
Analisis kepuasan pengguna jalan tol terhadap fasilitas yang terdapat di jalan tol pada PT Jasa Marga (Persero) TBK. Cabang semarang
Facilities will make customers feel satisfied and interested in using services that are given by a company. As a promoter and an operator of the toll road, PT Jasa Marga (Persero) Tbk. Cabang Semarang pays attention much on services and facilities. As we have known, the toll road facilities always develop every year but complains from customers have been found. The purposes of this paper are to measure the satisfaction of customers to wards the free away facilities. The kinds of data were qualitative and quantitative. Data were collected by interviews, distributing questionnaires and literature study. The data sources were primary and secondary data. Data were analyzed using customer satisfaction index. The study used service quality variables such as reliability, responsiveness, assurance, empathy, and tangibles. Cartecius diagram was used to shows 4 quadrants. Quadrant A shows that the importance level is higher than the average but it gets less attention from the management side, so customers are not satisfied was it. Quadrant B shows that the work level is higher than the average. It’s done well so customers are satisfied was it. Quadrant C was about service attributes which aren’t done maximally so customers are not satisfied was it. Quadrant D shows that service attributes which aren’t too important but are done. It is considered exaggerated.
The analysis result shows that the importance was between 3,24 to 3,53 while the performance was between 2,99 to 3,08 and most of the respondents proper rate was 86,96% to 94,76%. It is obvious that the performance was good and the averages of customers were satisfied with facilities provided by PT Jasa Marga (Persero) Tbk. Cabang Semarang.
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