Artikel Jurnal :: Kembali

Artikel Jurnal :: Kembali

Developing a model of toll road service quality using an artificial neural network approach

Sigit Pranowo Hadiwardoyo, Hedy Rahadian (Faculty of Engineering, Universitas Indonesia, 2016)

 Abstrak

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.

 Metadata

Jenis Koleksi : Artikel Jurnal
No. Panggil : UI-IJTECH 7:4 (2016)
Entri utama-Nama orang :
Subjek :
Penerbitan : Depok: Faculty of Engineering, Universitas Indonesia, 2016
Sumber Pengatalogan : LibUI eng rda
ISSN : 20869614
Majalah/Jurnal : International Journal of Technology
Volume : Vol. 7, No. 4, April 2016: Hal. 562-570
Tipe Konten : text
Tipe Media : unmediated
Tipe Carrier : volume
Akses Elektronik : http://dx.doi.org/10.14716/ijtech.v7i4.2612
Institusi Pemilik : Universitas Indonesia
Lokasi : Perpustakaan UI, Lantai 4 R. Koleksi Jurnal
  • Ketersediaan
  • Ulasan
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No. Panggil No. Barkod Ketersediaan
UI-IJTECH 7:4 (2016) 08-23-27727643 TERSEDIA
Ulasan:
Tidak ada ulasan pada koleksi ini: 9999920533066
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