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 R 2 , 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.
Ministry of Public Works and Housing of Indonesia is targeting to complete the construction of 1.000 km of new toll road projects by the end of 2019. In 2015 until August 2018, 443 km new toll roads have been operated and 1.400 km are under construction. Various types of structure for elevated toll road constructions are applied to meet the geometry and safety requirements such as cast in-situ balanced cantilever, steel I-girder, and steel box are becoming type of elevated toll construction to be applied. To meet the requirements of construction methods, construction time completion, and material volume efficiency, Indonesia Toll Road Authority on behalf Ministry of Public Works and Housing gives opportunities to toll road investors to apply the new technology as the proper selection. Composite Girder technology named Sbarch is proposed for Krian Legundi Bunder Manyar toll road project to cross at SUMO Junction. Compares Sbarch among cast in situ balanced cantilever, steel I-girder and steel box, Sbarch can comply for all requirement that cannot be fulfilled by others method such as with finish grade requirement, to road geometry alignment, accessibility, workability, and steel tonnage reducing.
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