Strategi Komunikasi Pelayanan PT Jasamarga Tollroad Operator dalam Meningkatkan Kepuasan Pengguna Jalan Gerbang TOL Kapuk Ruas Sedyatmo
DOI:
https://doi.org/10.31004/green.v4i3.630Keywords:
Strategi Komunikasi, Komunikasi Pelayanan, Pt Jasamarga Tollroad OperatorAbstract
Service quality at toll gates is determined not only by smooth transaction processes but also by effective communication between officers and road users. PT Jasamarga Tollroad Operator, as the toll road operational manager, is required to implement effective service communication strategies to improve road user satisfaction. This study aims to analyze the service communication strategy implemented by PT Jasamarga Tollroad Operator in improving road user satisfaction at the Kapuk Toll Gate on the Sedyatmo Toll Road. This research employed a qualitative approach using a descriptive method. Informants were selected through purposive sampling, consisting of a Customer Service Supervisor, a Customer Service officer, and road users. Data were collected through in-depth interviews, observations, and documentation, then analyzed using the Miles and Huberman interactive model, including data reduction, data display, and conclusion drawing. The findings indicate that the service communication strategy has been implemented through pre-operational briefings, clear information delivery, polite and understandable language, and communication media such as Variable Message Signs (VMS), the Travoy application, and the 133 Call Center. These strategies are supported by responsive, communicative, and professional officers, contributing positively to road user satisfaction, although improvements in the speed of information delivery during certain traffic conditions are still required.
References
Artarini, H., & Tihurua, F. (2024). Strategi komunikasi organisasi dalam menunjang pelayanan publik Komisi Penyiaran Indonesia (Studi kasus KPI Pusat). Jurnal Fakultas Ilmu Komunikasi, 4(2), 1–18. https://jurnal.uic.ac.id/Lens/article/view/242
Azhar, I. N., Laksana, A., Handayani, P., Nashrudin, A., & Zulfikar, M. (2026). Komunikasi digital PT Marga Mandala Sakti dalam meningkatkan pelayanan masyarakat pada pengguna tol (Studi kasus Gerbang Tol Serang). Jurnal Riset Rumpun Ilmu Sosial, Politik dan Humaniora, 5(1), 397–406. https://doi.org/10.55606/jurrish.v5i1.6856
Basyuni, A. A. V. (2023). Strategi komunikasi PT Makassar Metro Network dalam penanganan keluhan pengguna jasa jalan tol Seksi 1, 2, 3: Communication strategy of PT Makassar Metro Network in handling toll road service user complaints Sections 1, 2, 3 (Undergraduate thesis). Universitas Hasanuddin.
Effendy, O. U. (2003). Ilmu, teori, dan filsafat komunikasi. PT Citra Aditya Bakti.
Hakim, L., & Fadila, Y. H. B. (2022). Perencanaan komunikasi Pemerintah Kota Kediri dalam membangun citra walikota perspektif Islam. Komunida: Media Komunikasi dan Dakwah, 12(2), 156–175. https://doi.org/10.35905/komunida.v12i2.2814
Izhar, M. R., & Aisyah, D. (2026). Persepsi pengguna Jalan Tol Belmera terhadap kualitas infrastruktur dan sistem pembayaran: Analisis berdasarkan dimensi kualitas pelayanan. Sajjana: Public Administration Review, 3(2), 71–83. https://doi.org/10.32734/sajjana.v3i02.24768
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.
Maharani, N. K. A. K., Aprilia, & Mahendrayana, I. M. D. D. (2026). Implementasi pelayanan terpadu satu pintu (PTSP) pada PTUN Denpasar dalam perspektif pelayanan publik. Jurnal Media Akademik, 4(6), 1–24. https://jurnal.mediaakademik.com/index.php/jma/article/view/6670
Murtiadi, Fitriyanto, & Mutiara. (2025). Strategi komunikasi guru kepada siswa kelas 5 SDN 01 Cisangu dalam meningkatkan kemampuan literasi digital. Jurnal Studi Islam dan Humaniora, 5(2), 741–751. https://doi.org/10.37680/almikraj.v5i2.6956
Nursadrina, D., Lancia, F., & Achir, A. (2025). Strategi komunikasi interpersonal customer service Bengkel Two Motor Sport dalam meningkatkan kepuasan pelanggan. Jurnal Sosial Teknologi, 5(10), 4114–4120. https://doi.org/10.59188/jurnalsostech.v5i10.32473
Okdilapera, R. R. (2023). Pengelolaan media sosial Instagram sebagai media informasi publik: Studi deskriptif kualitatif pada Humas Badan Pertanahan Nasional Kantor Wilayah Provinsi Jawa Barat (Undergraduate thesis). Universitas Islam Negeri Sunan Gunung Djati.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Purnomo, K. R., & Wibawa, B. M. (2020). Analisis tingkat kepuasan pengguna jalan tol di wilayah Unit Jatim 02 terhadap layanan Satuan Patroli Jalan Raya Ditlantas Polda Jatim. Jurnal Sains dan Seni ITS, 9(2), 1–10. https://doi.org/10.12962/j23373520.v9i2.55514
Setiawan, M., Hartoyo, H., Seminar, K., Sartono, B., & Fitriati, R. (2024). Tata kelola digital layanan lalu lintas jalan tol di Indonesia: Studi aplikasi Travoy Jasa Marga. Matra Pembaruan, 8(1), 1–16. https://doi.org/10.21787/mp.8.1.2024.1-16
Sulesuryana, D. D., & Ramadhan, A. M. (2025). Strategi komunikasi customer service di Head Office Iketan Bandung. Jurnal Penelitian Inovatif, 5(2), 1577–1590. https://doi.org/10.54082/jupin.1482
Tjiptono, F. (2015). Strategi pemasaran (4th ed.). Andi.
Tjiptono, F., & Chandra, G. (2019). Service, quality & customer satisfaction (5th ed.). Andi.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Raihan Nugroho Pratama, Murtiadi, Andi Banus Achir
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
