Tingkat Kepuasan Pengguna Jalan terhadap Kinerja Ruas Jalan Perkotaan di Kota Samarinda
DOI:
https://doi.org/10.59261/jequi.v7i2.234Keywords:
kepuasan masyarakat, pelayanan infrastruktur, kualitas jalan, importance performance analysis, service qualityAbstract
Latar Belakang: Pemerintah Kota Samarinda secara aktif melakukan perbaikan infrastruktur jalan guna meningkatkan kenyamanan dan keselamatan masyarakat dalam berkendara, termasuk pada ruas Jalan M. Yamin–Wahid Hasyim I. Namun, kualitas pelayanan jalan yang telah diberikan perlu dievaluasi berdasarkan persepsi langsung pengguna jalan.
Tujuan: Penelitian ini bertujuan untuk mengetahui tingkat kepuasan masyarakat terhadap pelayanan jalan pada ruas Jalan M. Yamin–Wahid Hasyim I serta mengidentifikasi atribut pelayanan yang menjadi prioritas utama untuk peningkatan kinerja.
Metode: Penelitian ini menggunakan pendekatan kuantitatif dengan metode Service Quality (SERVQUAL) dan Importance Performance Analysis (IPA). Data dikumpulkan melalui kuesioner daring menggunakan Google Forms. Sampel penelitian berjumlah 100 responden pengguna kendaraan bermotor roda dua yang dipilih menggunakan rumus Slovin dengan margin of error 10%. Analisis data meliputi uji validitas, uji reliabilitas, analisis deskriptif, dan analisis IPA.
Hasil: Hasil penelitian menunjukkan bahwa tingkat kepuasan masyarakat berada pada nilai rata-rata X = 2,86, yang termasuk dalam kategori cukup memuaskan pada batas bawah. Temuan ini mengindikasikan bahwa kinerja pelayanan jalan masih memerlukan peningkatan yang signifikan.
Kesimpulan: Atribut pelayanan yang menjadi prioritas utama untuk ditingkatkan meliputi kondisi permukaan jalan yang halus dan rata, kualitas dan kelengkapan perbaikan jalan, kecepatan penanganan kecelakaan oleh petugas, serta aspek keselamatan pengguna jalan. Hasil penelitian ini diharapkan dapat menjadi bahan pertimbangan bagi Pemerintah Kota Samarinda dalam perencanaan peningkatan kualitas pelayanan infrastruktur jalan.
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