COMPARISON OF SERVICE PERFORMANCE ON BAKAUHENI-TERBANGGI BESAR (BAKTER) TOLL ROAD USING SERVICE QUALITY AND IMPORTANCE PERFORMANCE ANALYSIS METHODS

Abstract

The Lampung toll road, managed by PT. Hutama Karya, connects inter-city and inter-provincial traffic. This study aims to determine the performance of toll road services and the influencing factors using questionnaire data, observations of toll road facilities, and data from relevant agencies. The sample for the questionnaire was selected through purposive sampling, involving 306 respondents both online and offline. Descriptive analysis was used to describe respondent characteristics, while service quality analysis assessed toll road service performance. The importance performance analysis (IPA) method determined the level of user expectations and performance. IPA results ranked attributes, with the quality of the toll road surface having the largest gap value of -1.93, followed by the condition of street lighting (-1.8), and the geometry of the toll road (-1.71). These findings indicate that the Bakauheni-Terbanggi Besar toll road service is unsatisfactory in terms of performance and user expectations.