The Consumer Perspectives on Service Quality and Performance of Road Infrastructure Assets
- DOI
- 10.2991/gcbme-16.2016.134How to use a DOI?
- Keywords
- service quality, asset's performance, road infrastructure assets
- Abstract
Road infrastructure assets have an important role, in the economic, social, political, and security in achieving the prosperity of society. The damaged roads become one of the obstacles to development and an indication of the cause of deficiencies in the quality service and performance of infrastructure assets. This study aims to determine the consumer's perspective (road users) as stakeholders in assessing the quality of services through technical and functional and the asset's performance through physical performance, functional, and utilities. The assessment is based on the consumer's perspective in this research are road users. The respondents consisted of driver freight, forwarding company (people or goods), and conducted by the descriptive method. The results showed that refer to ServPerf, the quality of technical services had a value that is stronger than the functional service quality. However, in the performance of assets, strong ratings sequentially occur in utility, physically, and functionality. The consumer perspective as road users, has a technical assessment that the road infrastructure assets as an outcome more dominant to provide quality service, whereas for asset performance, utility considered more powerful. This describes, how intensive in the use of road infrastructure assets in meeting the objectives of service delivery.
- Copyright
- © 2016, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Katharina Priyatiningsih PY - 2016/08 DA - 2016/08 TI - The Consumer Perspectives on Service Quality and Performance of Road Infrastructure Assets BT - Proceedings of the 2016 Global Conference on Business, Management and Entrepreneurship PB - Atlantis Press SP - 711 EP - 716 SN - 2352-5428 UR - https://doi.org/10.2991/gcbme-16.2016.134 DO - 10.2991/gcbme-16.2016.134 ID - Priyatiningsih2016/08 ER -