PENGARUH EFEKTIVITAS PROGRAM E-TOLL CARD TERHADAP KEPUASAN PELANGGAN PENGGUNA JALAN TOL (STUDI PADA PENGGUNA JALAN TOL SURABAYA-GEMPOL)

  • WACHIDATUS SADIYAH
DOI: https://doi.org/10.26740/jptn.v7n1.p%25p

Abstract

ABSTRAK Penerapan elektronifikasi jalan tol bertujuan untuk memberikan kepuasan bagi pengguna jalan tol dalam bertransaksi lebih cepat dan efisien tanpa harus mengantre. Studi tentang efektivitas program etoll card penting karena dari efektif atau tidaknya kualitas pelayanan yang diberikan oleh perusahaan akan menunjukkan peningkatan kepuasan pengguna tol tersebut yang pada akhirnya akan menjadi tolak ukur perusahaan dalam mengelola pelayanan. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh efektivitas program e-toll card terhadap kepuasan pelanggan pengguna jalan tol di tol Surabaya-Gempol. Sampel penelitian berjumlah 400 responden, untuk teknik analisis data menggunakan regresi linier sederhana. Hasil penelitian menunjukkan bahwa efektivitas program e-toll card berpengaruh terhadap kepuasan pelanggan pengguna jalan tol. Kata Kunci: efektivitas program , e-toll card, kepuasan pelanggan.

ABSTRACT The application of toll road electronification aims to provide satisfaction for toll road users in making transactions faster and efficiently without having to queue. The study of the effectiveness of the e-toll card program is important because of the effectiveness or failure of the quality of services provided by the company, it will show an increase in the satisfaction of toll users, which in turn will become the benchmark of the company in managing services. The purpose of this study was to determine the effect of e-toll card program effectiveness on customer satisfaction of toll road users on the Surabaya-Gempol toll road. The study sample was 400 respondents, for data analysis techniques using simple linear regression. The results showed that the effectiveness of the e-toll card program affected the satisfaction of toll road users. Keywords: effectiveness of program, e-toll card, customer satisfaction.
Published
2018-11-21
How to Cite
SADIYAH, W. (2018). PENGARUH EFEKTIVITAS PROGRAM E-TOLL CARD TERHADAP KEPUASAN PELANGGAN PENGGUNA JALAN TOL (STUDI PADA PENGGUNA JALAN TOL SURABAYA-GEMPOL). Jurnal Pendidikan Tata Niaga (JPTN), 7(1). https://doi.org/10.26740/jptn.v7n1.p%p
Issue
Vol 7 No 1 (2019)
Section
Articles

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