Persepsi Pengguna Jalan Tol Belmera terhadap Kualitas Infrastruktur Jalan dan Sistem Pembayaran: Studi pada PT Jasamarga (Persero) Tbk

Abstract

This study aims to analyze the service quality of the Belmera Toll Road in Medan City based on the perceptions of road users. The research uses Gronroos' service quality theory, which includes dimensions of technical quality, functional quality, and corporate image. The background of this study stems from public complaints regarding road conditions, non-cash payment systems, and supporting facilities that are considered suboptimal. Users of the Belmera Toll Road have expressed dissatisfaction with road damage, disruptions in the e-Toll payment system, and supporting facilities, such as limited and poorly maintained rest areas, all of which reduce driving comfort. The research method used is qualitative descriptive, with data collection through in-depth interviews with key informants, including private vehicle users, public transport drivers, logistics truck drivers, and toll road management officials. Data analysis was conducted interactively through data reduction, data presentation, and conclusion drawing. The findings show that the service quality of the Belmera Toll Road still faces several challenges, especially in terms of uneven infrastructure, frequent disruptions in the e-Toll payment system, and rest areas that do not meet comfort standards. This study shows that the service quality of the Belmera Toll Road is still hindered by infrastructure issues, such as road damage and uncomfortable supporting facilities, as well as technical problems with the e-Toll payment system. However, users expect improvements in infrastructure and payment systems to enhance comfort. The study recommends several policies to improve service quality, such as better road maintenance, upgrades to the electronic payment system, revitalization of supporting facilities, strengthening human resource capacity, and increasing public participation in service evaluation. It is hoped that the findings will provide input for toll road managers to improve the quality of infrastructure services that are more efficient, accountable, and focused on user satisfaction.