Developing a Model of Toll Road Service Quality using an Artificial Neural Network Approach
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 sati...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Universitas Indonesia
2016-04-01
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| Series: | International Journal of Technology |
| Subjects: | |
| Online Access: | http://ijtech.eng.ui.ac.id/article/view/374 |
| _version_ | 1797965172057309184 |
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| author | Herry T. Zuna Sigit Pranowo Hadiwardoyo Hedy Rahadian |
| author_facet | Herry T. Zuna Sigit Pranowo Hadiwardoyo Hedy Rahadian |
| author_sort | Herry T. Zuna |
| collection | DOAJ |
| description | 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. |
| first_indexed | 2024-04-11T01:55:51Z |
| format | Article |
| id | doaj.art-f707fef090004494ab73e38a00cbea3b |
| institution | Directory Open Access Journal |
| issn | 2086-9614 2087-2100 |
| language | English |
| last_indexed | 2024-04-11T01:55:51Z |
| publishDate | 2016-04-01 |
| publisher | Universitas Indonesia |
| record_format | Article |
| series | International Journal of Technology |
| spelling | doaj.art-f707fef090004494ab73e38a00cbea3b2023-01-03T05:20:27ZengUniversitas IndonesiaInternational Journal of Technology2086-96142087-21002016-04-017456257010.14716/ijtech.v7i4.374374Developing a Model of Toll Road Service Quality using an Artificial Neural Network ApproachHerry T. Zuna0Sigit Pranowo Hadiwardoyo1Hedy Rahadian2Department of Civil Engineering, Faculty of Engineering, Universitas Indonesia, Kampus UI Depok, Depok 16424, IndonesiaDepartment of Civil Engineering, Faculty of Engineering, Universitas Indonesia, Kampus UI Depok, Depok 16424, IndonesiaDepartment of Civil Engineering, Faculty of Engineering, Universitas Indonesia, Kampus UI Depok, Depok 16424, IndonesiaRoad 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.http://ijtech.eng.ui.ac.id/article/view/374Artificial neural networkCustomer satisfactionQuality of serviceToll road |
| spellingShingle | Herry T. Zuna Sigit Pranowo Hadiwardoyo Hedy Rahadian Developing a Model of Toll Road Service Quality using an Artificial Neural Network Approach International Journal of Technology Artificial neural network Customer satisfaction Quality of service Toll road |
| title | Developing a Model of Toll Road Service Quality using an Artificial Neural Network Approach |
| title_full | Developing a Model of Toll Road Service Quality using an Artificial Neural Network Approach |
| title_fullStr | Developing a Model of Toll Road Service Quality using an Artificial Neural Network Approach |
| title_full_unstemmed | Developing a Model of Toll Road Service Quality using an Artificial Neural Network Approach |
| title_short | Developing a Model of Toll Road Service Quality using an Artificial Neural Network Approach |
| title_sort | developing a model of toll road service quality using an artificial neural network approach |
| topic | Artificial neural network Customer satisfaction Quality of service Toll road |
| url | http://ijtech.eng.ui.ac.id/article/view/374 |
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