Evaluation and Improvement of E-toll Card System at Suramadu Toll Gate

The research was conducted to the manager or operator of toll road and e-toll users to find out what problems happened in transactions with e-toll cards. The purpose of the E-Toll Card is to simplify transactions and to unravel the traffic jam at the Suramadu toll gate. The methods used were the critical incident technique (CIT) and importance performance analysis (IPA). The research result in Suramadu toll road is 7 attributes that need to be improved. Evaluation and improvement of toll road usage system resulted that queue of vehicles at Suramadu toll gate was caused by the lack of socialization, lack of signs along Suramadu road access and lack of toll gate on Suramadu toll road. The toll road management is also required to provide a place for top up e-toll cards around Suramadu access. The toll road management also opens the e-toll card complaint system to the complaints of e-toll card users with the online system and also to reduce transaction errors on toll roads.