Proceedings of the 2016 Global Conference on Business, Management and Entrepreneurship

The Consumer Perspectives on Service Quality and Performance of Road Infrastructure Assets

Authors
Katharina Priyatiningsih
Corresponding Author
Katharina Priyatiningsih
Available Online August 2016.
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/).

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Volume Title
Proceedings of the 2016 Global Conference on Business, Management and Entrepreneurship
Series
Advances in Economics, Business and Management Research
Publication Date
August 2016
ISBN
978-94-6252-268-8
ISSN
2352-5428
DOI
10.2991/gcbme-16.2016.134How to use a DOI?
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  -