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Improving E-Service Quality of Indonesian Toll Road Application with Entrepreneurship Insights

Aptisi Transactions on Technopreneurship (ATT) · Vol. 7 No. 2 (2025) · hlm. 503–515

DOI
10.34306/att.v7i2.579
ISSN
2656-8888, 2655-8807
Terbit
2025-07-19
Penerbit
Pandawan
Bahasa
en
Lisensi
creativecommons.org/licenses/by/4.0

Abstrak

Digital transformation in Indonesia toll road sector faces significant challenges related to information fragmentation among Toll Road Operators (BUJT), hindering the optimization of electronic service quality (E-Service Quality). This research aims to enhance E-Service Quality through the Soft Systems Methodology (SSM), integrated with Structural Equation Modeling-Partial Least Squares (SEM-PLS) analysis to understand key service dimensions. The findings indicate that integrating information across BUJTs, with a focus on informativeness, is critical to improving user satisfaction. The SSM-based conceptual model developed provides systemic solutions through policy integration, collaboration among BUJTs, and the development of an integrated information system. The assessment reveals that the proposed changes support toll road digital transformation and are culturally feasible. This study offers a strategic framework for improving toll road service quality, strengthening stakeholder collaboration, and creating a better user experience.

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40 penulis · 112 tautan kepenulisan bersama · 35 lintas organisasi · menampilkan 40 yang paling banyak terhubung

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  • IPB University
  • University of Bengkulu
  • University of Indonesia
  • University of Wyoming
  • Bandung Islamic University
  • State University of Jakarta
  • Universitas Sulawesi Barat
  • Organisasi lain
  • Organisasi berbeda
  • Organisasi sama
  • Afiliasi tidak diketahui
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Tampilkan sebagai tabel
Rekan penulisOrganisasiArtikel bersama
Khairil Anwar NotodiputroIPB University10
Anwar FitriantoIPB University3
Cici SuhaeniIPB University2
Gerry Alfa DitoIPB University2
Agus Mohamad SolehIPB University2
Dwi Agustin Nuriani SirodjBandung Islamic University2
Farit Mochamad AfendiIPB University2
Muh. SunanIPB University1
Unique Desyrre A. ResiloyIPB University1
Desy EndrianiIPB University1
Nila Susila YuliantiIPB University1
Joko HermaniantoIPB University1
Sri WahjuniIPB University1
Irman HermadiIPB University1
Melva Linda AritonangIPB University1
Nugraha Edhi SuyatmaIPB University1
Leni Anggraini SusantiIPB University1
Novi PuspitaIPB University1
Vera Maya SantiState University of Jakarta1
INDAHWATI INDAHWATIIPB University1
Kusnaeni KusnaeniIPB University1
Hafizah IlmaIPB University1
Ni Gusti Ayu Putu Puteri SuantariIPB University1
Herlin FransiskaUniversity of Bengkulu1
Winalia AgwilUniversity of Bengkulu1
Eni MeylisahUniversity of Bengkulu1
Dyah Setyo RiniUniversity of Bengkulu1
Asrirawan AsrirawanUniversitas Sulawesi Barat1
Muhammad Azis SuprayogiIPB University1
Anang KurniaIPB University1
I Made SumertajayaIPB University1
Agus Sofian Eka HidayatPresident University1
Dian KusumaningrumUniversitas Prasetiya Mulya1
Arie PurwantoUniversitas Mercu Buana Yogyakarta1

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Sumber metadata: OAI-PMH (metadata jurnal) https://att.aptisi.or.id/index.php/att/oai, pertama di-harvest 6 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en">Improving E-Service Quality of Indonesian Toll Road Application with Entrepreneurship Insights</dc:title>
	<dc:creator xml:lang="en">Setiawan, Mohamad Agus</dc:creator>
	<dc:creator xml:lang="en">Hartoyo, Hartoyo</dc:creator>
	<dc:creator xml:lang="en">Seminar, Kudang Boro</dc:creator>
	<dc:creator xml:lang="en">Sartono, Bagus</dc:creator>
	<dc:creator xml:lang="en">Fitriati, Rachma</dc:creator>
	<dc:creator xml:lang="en">Ginting, Victor</dc:creator>
	<dc:subject xml:lang="en">Electronic Service Quality</dc:subject>
	<dc:subject xml:lang="en">Informativeness</dc:subject>
	<dc:subject xml:lang="en">Soft Systems Methodology</dc:subject>
	<dc:subject xml:lang="en">Toll Road Applications</dc:subject>
	<dc:subject xml:lang="en">Digital Transformation</dc:subject>
	<dc:description xml:lang="en">Digital transformation in Indonesia toll road sector faces significant challenges related to information fragmentation among Toll Road Operators (BUJT), hindering the optimization of electronic service quality (E-Service Quality). This research aims to enhance E-Service Quality through the Soft Systems Methodology (SSM), integrated with Structural Equation Modeling-Partial Least Squares (SEM-PLS) analysis to understand key service dimensions. The findings indicate that integrating information across BUJTs, with a focus on informativeness, is critical to improving user satisfaction. The SSM-based conceptual model developed provides systemic solutions through policy integration, collaboration among BUJTs, and the development of an integrated information system. The assessment reveals that the proposed changes support toll road digital transformation and are culturally feasible. This study offers a strategic framework for improving toll road service quality, strengthening stakeholder collaboration, and creating a better user experience.</dc:description>
	<dc:publisher xml:lang="en">Pandawan</dc:publisher>
	<dc:date>2025-07-19</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://att.aptisi.or.id/index.php/att/article/view/579</dc:identifier>
	<dc:identifier>10.34306/att.v7i2.579</dc:identifier>
	<dc:source xml:lang="en">Aptisi Transactions on Technopreneurship (ATT); Vol. 7 No. 2 (2025): July; 503–515</dc:source>
	<dc:source xml:lang="id">Aptisi Transactions On Technopreneurship (ATT); Vol 7 No 2 (2025): July; 503–515</dc:source>
	<dc:source>2656-8888</dc:source>
	<dc:source>2655-8807</dc:source>
	<dc:source>10.34306/att.v7i2</dc:source>
	<dc:language>en</dc:language>
	<dc:relation>https://att.aptisi.or.id/index.php/att/article/view/579/365</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2025 Mohamad Agus Setiawan, Hartoyo Hartoyo, Kudang Boro Seminar, Bagus Sartono, Rachma Fitriati, Victor Ginting</dc:rights>
	<dc:rights xml:lang="en">https://creativecommons.org/licenses/by/4.0</dc:rights>
</oai_dc:dc>