STUDY OF SURABAYA-MOJOKERTO TOLL ROAD SERVICE LEVEL USING THE CUSTOMER SATISFACTION INDEX (CSI) METHOD

Abstract

Surabaya-Mojokerto toll road is the strategic linked of Surabaya with the cities on west area of East Java. It became a main national logistic route that also can increase the economic potential East Java. The vital aspects of the Surabaya-Mojokerto Toll Road need to be balanced with adequate services for toll road users. The purpose of this study is to improve the index value of toll road service using Customer Service Index (CSI) method. One of the main aspects that need to be considered is the satisfaction of toll road users so that the assessment of the services provided can be balanced. In this study, using a questionnaire method distributed online through the google form application. The respondents were addressed to users of the Surabaya-Mojokerto Toll Road within the last month. The questions in the questionnaire regarding to the Regulation of the Minister of Public Works and Public Housing Agency No. 16, 2014 by making several adjustments. According to the analysis results, it shows that the service level criteria for the toll road is "Satisfied" with a CSI value of 79.56. The pavement factor is the main factor that needs to be improved to increase the service value of the Surabaya-Mojokerto Toll Road.