Evaluation of concretization of local road in Padang city using the importance satisfaction analysis and customer satisfaction index methods

¹ Senior Lecturer, Andalas University, Limau Manis, Padang, 25163, Indonesia
² Postgraduate Student, Andalas University, LimauManis, Padang, 25163, Indonesia

¹ Corresponding author: yosritzal@eng.unand.ac.id

Abstract

A road is the most critical infrastructure in economic development; therefore, it should be maintained at a certain level of service. In improving road quality, the satisfaction of road users can also be used as a reference to determine whether the road is still in good condition or if handling is needed to improve the comfort of the road users. This study aims to map the attributes that affect the satisfaction of local road users using the Importance Satisfaction Analysis and Customer Satisfaction Index methods, identify the main priority attributes that need to be improved, and assess the impact of concretization according to the community perceptions. The study found that road supporting facilities (road shoulder, drainage), the width of the road, smooth flow in and out of the road, prevention of stagnant water during the rainy season are the most priority attributes to be improved. The satisfaction index value is 67.22%, suggesting that overall, road users are satisfied with the existence of local road concretization in the city of Padang.