SERVICE QUALITY ANALYSIS IN INDONESIAN HIGHWAYS

Abstract

Highways require a minimum service quality that can be measured by following government issued standards. As stated in the Ministry Regulation No. 392 Year 2005, the Government of Indonesia generally describes the service quality parameters as road conditions, average travelling speed, mobility, accessibility, safety, rescue unit, and rest area. In this study, these six parameters are elaborated into 33 more parameters which were incorporated into a questionnaire prepared by the Indonesian Toll Road Authority. The questionnaire was then distributed among highway users. There were 11 highway segments observed in this study. The result was analyzed based on Structural Equation Models (SEM), which also used Partial Least Squares (PLS) model. The analysis showed that while safety is the parameter that users are mostly satisfied with, they expect better road condition.