Open AccessMODEL PERSAMAAN STRUKTURAL TINGKAT KEPUASAN MASYARAKAT TERHADAP KUALITAS PELAYANAN JALAN TOL BALI MANDARA
Author(s) -
I Putu Agus Widhiantara,
I Komang Gde Sukarsa,
I Putu Eka Nila Kencana
Publication year - 2015
Publication title -
e-jurnal matematika
Language(s) - English
Resource type - Journals
ISSN - 2303-1751
DOI - 10.24843/mtk.2015.v04.i04.p107
Subject(s) - service quality , empathy , structural equation modeling , servqual , psychology , public service , quality (philosophy) , service (business) , business administration , applied psychology , business , social psychology , mathematics , marketing , statistics , political science , public relations , philosophy , epistemology
The aim of this research is to determine public satisfaction level for the quality of Bali Mandara Highway service and to determine the dominant variable influencing public satisfaction level. This research implemented by using Structural Equation Modeling Partial Least Square (SEM-PLS) and Servqual model. This research was conducted in Badung Regency in the period of March to June 2015. Data were collected by using questionnaires that were distributed directly to 150 users of respondents. The result shows that the public haven’t been satisfied with service quality provided by Jasamarga. Meanwhile the empathy, responsiveness and tangible are significantly influencing public satisfaction level to Bali Mandara Highway service quality. We also showed that empathy provide a dominant influence to public satisfaction level.