Evaluation of Service Quality at the Km 429 Rest Area on the Semarang–Solo Toll Road

Abstract

Over time, the demand for transportation modes has continued to increase, including both public and private transportation. In parallel, transportation infrastructure has also been improved, such as the development of toll roads. The government has developed the Trans-Java Toll Road, which is part of Asian Highway 2. Toll roads, or freeways, serve as a solution to support smooth transportation by reducing traffic congestion.

This study aims to evaluate the service quality of toll road rest areas by focusing on several key aspects, namely cleanliness, facilities, safety, comfort, and parking performance characteristics. The research method employed a user survey and direct field observation. Data were collected from 100 respondents at the Semarang–Solo Toll Road Rest Area KM 429. Data analysis was conducted using the Customer Satisfaction Index (CSI) and Importance–Performance Analysis (IPA) methods.

The results indicate that the highest parking accumulation occurred on Saturday, April 20, 2024, between 12:00 and 13:00 WIB, reaching 204 vehicles per hour, with a parking volume of 1,195 and a total of 1,214 vehicles. The longest parking duration occurred between 10:00 and 11:00, involving 166 vehicles with an average parking duration of 56 minutes. The highest parking index was recorded between 12:00 and 13:00, with a value of 37.1%. The parking turnover rate over a 12-hour period was 2.207 vehicles per parking space. Questionnaire data from 100 respondents were analyzed using a Cartesian diagram to determine importance and performance levels, resulting in a CSI value of 85.1%, which falls within the 80–100% interval, indicating that rest area users are very satisfied with the service quality.