Nilai Guna (Kepuasan) Green Technology E-Toll sebagai Salah Satu Alternatif Layanan pada Konsumen Pengguna Tol dalam Kota Jakarta


  • Enggal Sriwardiningsih Bina Nusantara University



consumer satisfaction, green technology, e-toll service


Consumer satisfaction should be provided by organization. The Government service in the form of etoll green technology is an alternative service in toll road for public. This service is still new in the implementation. Therefore, it is necessary to do a study in the level of elasticity of the e-toll service. Consumer satisfaction from toll users becomes a measure of the success rate from this service. Consumer satisfaction from toll users who use e-toll will be achieved if they are satisfied with the e-toll product and GTO service. This study aims to test a model that explains consumer satisfaction from e-toll users. The theory underlying this study was service quality and satisfaction. The study was conducted on the toll roads in Jakarta. Unit analysis was e-toll users. Samples were taken based on convenient sampling. Structural Equation Modelling used SPSS 16.0 software and elasticity formula was used to test the hypothesis; while the implication for transport domain.


Plum Analytics

Author Biography

Enggal Sriwardiningsih, Bina Nusantara University

Management Department


Arendt, S., & Brettel, M. (2010). Understanding the influence of corporate social responsibilit on

corporate identity, image, and firm performance. Management Decision, 48(10), 1469-1492.

Arief. (2007). Pemasaran Jasa dan Kualitas Pelayanan - Bagaimana Mengelola Kualitas Pelayanan

agar Memuaskan Pelanggan (Edisi Pertama). Malang: Bayu Media Publishing.

Bank Mandiri. (n.d.). E-toll Card. card.asp

GoldBank. (2012, 16 April). Layanan e-toll Pass Makin Mudah. Diakses dari


Kotler, P., & Armstrong, G. (2006). Principles of Marketing (11th Edition). New Jersey: Pearson

Prentice Hall.

Novikova, K. (2009). A study of customer satisfaction factors and employee satisfaction in the

hospitality industry. Southern Illinois University at Carbondale.

Sekaran, U. (2003). Research Methods for Business, a Skill Building Approach (4th Edition). New

York: John Wiley & Sons.

Vachon, S., & Klassen, R. (2006). Extending green practices across the supply chain: the impact of

upstream and downstream integration. International Journal of Operations & Production

Management, 26(7), 795–821



Abstract 1406  .
PDF downloaded 2011  .