THE INFLUENCE OF RATES, FACILITIES, AND QUALITY OF SERVICES ON USER SATISFACTION OF THE PALINDRA (PALEMBANG-INDRALAYA) TOLL ROAD

Mawar Yuliani; Syakia  Ramadhani; Maya Panorama

Authors

Mawar Yuliani Raden Fatah State Islamic University Palembang
Syakia Ramadhani Raden Fatah State Islamic University Palembang
Maya Panorama Raden Fatah State Islamic University Palembang

Keywords:

Rates, Facilities, Service Quality, User Satisfaction

Abstract

Construction of toll roads as a solution to traffic congestion and as an alternative route to save vehicle operating costs. Therefore toll roads must fulfill the principle of profit and benefit for their users, namely in the form of facilities and quality of service according to the tariff. For this reason, it is necessary to consider determining the achievement of the user principle which is often not optimal. This research was conducted to analyze whether toll rates, facilities and service quality affect the satisfaction of Palindra toll users. Data collection was carried out online via Google Forms with 100 respondents. Structural Equation Modeling (SEM) analysis is used to test the measurement and structural models through Smart-PLS 3.0. The results of this study indicate that the three hypotheses are accepted by proving that all hypotheses have a positive and significant effect on one another.

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Author Biographies

Mawar Yuliani, Raden Fatah State Islamic University Palembang

Syakia Ramadhani, Raden Fatah State Islamic University Palembang

Maya Panorama, Raden Fatah State Islamic University Palembang

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