PENGARUH KUALITAS PELAYANAN DAN KEMUDAHAN MESIN READER KARTU E-TOL TERHADAP KEPUASAN PENGGUNA JALAN TOL PT JASA MARGA (PERSERO) TBK (GERBANG TOL BANDAR SELAMAT MEDAN)

Abstract

This study aims to analyze the effect of service quality and the ease of use of e-toll card reader machines on the satisfaction of toll road users at PT Jasa Marga (Persero) Tbk, Bandar Selamat Toll Gate, Medan. The study employed a quantitative approach with an associative research design. The population consisted of all Jasa Marga toll road users at Bandar Selamat Toll Gate, whose exact number was unknown. A sample of 150 respondents was determined using the Lemeshow method. Primary data were collected through questionnaires, interviews, and observation, and analyzed using multiple linear regression, t-test, F-test, and coefficient of determination. The results show that service quality has a positive and significant effect on user satisfaction, with a t-value of 2.852, significance of 0.005, and regression coefficient of 0.227. Ease of use also has a positive and significant effect, with a t-value of 4.845, significance of 0.000, and regression coefficient of 0.451. Simultaneously, service quality and ease of use significantly affect user satisfaction, with an F-value of 85.599 and significance of 0.000. The Adjusted R Square of 0.532 indicates that 53.2% of the variation in user satisfaction is explained by the two variables.