INTERNATIONALPUBLISHERINTERNATIONALPUBLISHER
Neo Journal of economy and social humanitiesNeo Journal of economy and social humanitiesThis study evaluates community satisfaction with provincial road services on Ahmad Yani Road and Serang–Pandeglang sections. Using a quantitative approach with 384 respondents determined by the Lemeshow formula, data were analyzed through Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). Results show that of 18 service indicators, 9 had positive gaps and 9 negative gaps, with 3 attributes in quadrant I (high importance, low satisfaction). The CSI value of 65.75% indicates users are generally satisfied with the services. Practical implications suggest improving responsiveness to user needs, and enhancing accessibility for vulnerable groups. These findings provide useful input for local governments in allocating resources, improving service quality, infrastructure innovations.
The study concludes that public satisfaction with provincial road services is in the satisfied category, with a CSI score of 65.Nine service indicators showed negative gaps, indicating discrepancies between public expectations and actual conditions, particularly regarding road maintenance, service alignment with user needs, and accessibility for people with disabilities.The findings highlight the need for prioritized improvements in these areas to enhance overall service quality and public satisfaction.
Future research should explore the integration of international literature to strengthen the theoretical foundation of public service quality assessment. Furthermore, a comparative analysis of road service satisfaction across different regions in Banten Province could provide valuable insights into best practices and identify areas for targeted improvement. Finally, investigating the impact of specific infrastructure improvements, such as the implementation of disability-friendly facilities and enhanced pedestrian crossings, on user satisfaction and road safety would contribute to more effective policy-making and resource allocation. These studies should be conducted with a focus on understanding the nuanced needs of diverse road user groups and incorporating their feedback into the design and implementation of road service improvements, ultimately aiming to create a more accessible, safe, and satisfying transportation experience for all residents.
- KEPUASAN PENGGUNA JALAN TERHADAP PELAYANAN JALAN PROVINSI DI KALIMANTAN BARAT | Jurnal HPJI (Himpunan... journal.unpar.ac.id/index.php/HPJI/article/view/5558KEPUASAN PENGGUNA JALAN TERHADAP PELAYANAN JALAN PROVINSI DI KALIMANTAN BARAT Jurnal HPJI Himpunan journal unpar ac index php HPJI article view 5558
- Survey on the Community Satisfaction Index of Public Services for Provincial Roads: Ahmad Yani Road Section... doi.org/10.56403/nejesh.v4i3.331Survey on the Community Satisfaction Index of Public Services for Provincial Roads Ahmad Yani Road Section doi 10 56403 nejesh v4i3 331
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