Customer Satisfaction and Road Performance in Long Segment Maintenance Contract: Application of an Urban Road Network

Urban road networks have an essential role in maintaining the flow of transportation and logistics in urban areas. Implementing the Long Segment Maintenance Contract (LSMC) is one step in producing better road services and performance. The success rate of PMS implementation can be seen from the road performance and the level of satisfaction of stakeholders consisting of owners, implementers, supervision consultants, and users. This study was conducted to determine stakeholders’ level of interest and satisfaction in the implementation of LSMC in the mountain road network. The methods used are Importance Performance Analysis and Customer Satisfaction Index. As a case study, an urban road network was chosen on Jalan Sultan Agung, West Java, Indonesia, along 3.54 km. Questionnaires were distributed to all stakeholders in the implementation of LSCM in these sections. Data analysis was carried out on questionnaires obtained from the owner as many as five respondents, contractors three respondents, supervised two respondents, and road users as many as 100 respondents. The results showed in general. The results showed that, in general, the level of importance of road users was relatively high, with an average of 3.87, an average performance level of 3.70, and a CSI value of 74.20% or satisfied. While the level of stakeholder importance on-road performance is relatively high with an average of 4.64 with an average performance level of 4.30, and a CSI value of 86.51% or very satisfactory. Furthermore, the level of stakeholder importance on-road response time is relatively high, with an average of 4.59, an average performance level of 4.26, and a CSI value of 86.00% or very satisfactory. Attributes that greatly influence the opinion of road users and stakeholders on LSCM in the Urban Road Network are related to routine road maintenance.