scholarly journals Método para análise de níveis de serviço em praças de pedágio

TRANSPORTES ◽  
2011 ◽  
Vol 19 (3) ◽  
pp. 18
Author(s):  
Marta Rodrigues Obelheiro ◽  
Helena Beatriz Bettella Cybis ◽  
Marcelo Leismann De Oliveira ◽  
José Luis Duarte Ribeiro
Keyword(s):  
Qualitative Research ◽  
Service Quality ◽  
Queue Length ◽  
Perceived Quality ◽  
Level Of Service ◽  
Quality Service ◽  
Operational Conditions ◽  
Toll Plazas ◽  
Toll Plaza

<p class="MsoNormal" style="text-align: justify; line-height: normal; margin: 0cm 0cm 0pt;">Este trabalho propõe um método para análise de níveis de serviço em praças de pedágio. O método foi elaborado a partir de dados representativos de condições operacionais características de rodovias e praças de pedágio brasileiras. O método proposto é baseado na percepção de usuários de praças de pedágio acerca da qualidade de serviço nas praças. A percepção dos usuários foi captada através de pesquisa qualitativa, que envolveu o uso de cenários microssimulados representativos de situações de tráfego em praças. A partir dos resultados da pesquisa qualitativa, foi realizada modelagem e obtida equação que relaciona a qualidade percebida pelos usuários com os fatores intervenientes: porcentagem de caminhões no fluxo, tamanho de fila e número de cabines de atendimento. Os resultados indicaram que o comprimento de filas nas cabines exerce forte influência sobre a qualidade percebida nas praças. Além da equação, é proposta uma escala de níveis de serviço relacionada com a qualidade percebida pelos usuários em praças de pedágio.</p><p class="MsoNormal" style="text-align: justify; line-height: normal; margin: 0cm 0cm 0pt;"><br />Palavras-chave: praças de pedágio, nível de serviço, pesquisa qualitativa, simulação.</p><p class="MsoNormal" style="text-align: justify; line-height: normal; margin: 0cm 0cm 0pt;"> </p><p class="MsoNormal" style="text-align: justify; line-height: normal; margin: 0cm 0cm 0pt;">Abstract: This paper proposes a method for analyzing level of service at toll plazas. The method was built from data representing spe-cific operational conditions of Brazilian highways and toll plazas, and it is based on toll plaza quality service as perceived by users. Us-ers’ perception was captured by qualitative research, which involved the use of microsimulated scenarios representing traffic situations at toll plazas. The outcome of the qualitative research was a model relating service quality as perceived by users with the influence fac-tors: trucks percentage, queue length and number of toll booths. The results suggest that queue length at toll booths has a strong influ-ence on perceived quality at toll plazas. This paper also proposes a hierarchy for the level of service related to service quality perceived by users at toll plazas.<br />Keywords: toll plaza, level of service, qualitative research, simulation.</p><p class="MsoNormal" style="text-align: justify; line-height: normal; margin: 0cm 0cm 0pt;"> </p>

Assessment of Queue Length and Delay at Toll Plaza Using Microscopic Traffic Simulation

2015 ◽  
Vol 802 ◽  
pp. 387-392 ◽  
Author(s):  
Mohammed Bally Mahdi ◽  
Lee Vien Leong
Keyword(s):  
Traffic Congestion ◽  
Queue Length ◽  
Traffic Simulation ◽  
Simulation Models ◽  
Simulation Software ◽  
Average Delay ◽  
Microscopic Traffic Simulation ◽  
Traffic Pattern ◽  
Toll Plazas ◽  
Toll Plaza

Highways and freeways usually experience severe traffic congestion due to the presence of toll plazas which is considered as a bottleneck. In recent years, traffic engineers around the world have utilised microscopic traffic simulation models as tools to evaluate the performance of selected freeway facilities based on known traffic pattern data. This study attempts to analyse the performance of toll plaza by utilizing the microscopic traffic simulation software VISSIM 6.0, based on two different output measures, namely: average queue length and average delay time. At the selected toll plaza, data are collected at toll booths for all three modes of payments, which are: cash mode, Touch n Go, and Smart TAG. Therefore, this study aims to build a microscopic traffic simulation model that is capable of analysing the behaviour of vehicles at toll plaza based on the mentioned output measures for each mode of payment and also to determine the type of payment mode that has the most significant impact on the overall performance of toll plazas and ultimately, to understand the causes of congestion at toll plaza.

scholarly journals Modelling and optimizing of electronic toll collection (ETC) at Malaysian toll plazas using microsimulation models

2018 ◽  
Vol 7 (4) ◽  
pp. 2304 ◽  
Author(s):  
A E. Jehad ◽  
A Ismail ◽  
M N. Borhan ◽  
S Z. Ishak
Keyword(s):  
Simulation Model ◽  
Level Of Service ◽  
Traffic Conditions ◽  
Safety Aspects ◽  
Toll Plazas ◽  
Toll Collection ◽  
Toll Plaza ◽  
Critical Components ◽  
Roadway Design ◽  
Microsimulation Models

Toll plazas are one of the critical components of a roadway system. At the same time, they are among the most complex road structures, as drivers are exposed to a large amount of information and have a short amount of time to make a decision to avoid any collision. VISSIM and SSAM are used to investigate the effect of various Malaysian toll plazas design and traffic conditions on drivers’ behaviour and level of safety. The study was made a well-calibrated and validated VISSIM simulation model and several scenarios were simulated to test their efficacy for improving toll plaza safety aspects by using SSAM afterwards. From the results it was observed that the VISSIM simulation model scenarios such as implementing booths orientation and segregating lanes for different vehicle types to improve the level of service have significant safety aspects improvement regarding conflict points and lane change accidents results while using Surrogate Safety As-sessment Model (SSAM) in order to give the need for remediation of either the roadway design or the flow-control strategy.  

Proposed Level-of-Service Methodology for Toll Plazas

2002 ◽  
Vol 1802 (1) ◽  
pp. 86-96 ◽  
Author(s):  
Jack Klodzinski ◽  
Haitham M. Al-Deek
Keyword(s):  
Simulation Model ◽  
Service Time ◽  
Field Research ◽  
Level Of Service ◽  
Highway Capacity ◽  
Highway Capacity Manual ◽  
Toll Plazas ◽  
Data Analyses ◽  
Toll Collection ◽  
Toll Plaza

A proposed macroscopic methodology for measuring the level of service (LOS) of toll plazas has been developed using delay as the measure of effectiveness (MOE). On the basis of field research and data analyses, the 85th percentile of the cumulative individual vehicular delay was found to be the most comprehensive measure for evaluating the LOS at a toll plaza. Other MOEs were examined but found to be less flexible with different plaza configurations and lane payment types. More than 55,000 individual vehicular records from three mainline toll plazas in Orlando, Florida, representing eight different plaza configurations with varied percentages of electronic toll collection (ETC) usage were used to validate the methodology. TPSIM, a toll plaza simulation model, was used to produce an additional 49 scenarios representing the three plazas with varied percentages of ETC usage and 21 additional plaza configurations. Service time was examined to determine the level at which a driver begins to feel discomfort and inconvenience at a toll plaza. An LOS hierarchy was established based on the conclusions of this analysis, feedback from professionals, and reference to the Highway Capacity Manual (HCM) 2000. The 85th delay percentile graphs from each of the plaza analysis results for LOS values were also observed to be similar.

scholarly journals KUALITAS PELAYANAN PROYEK OPERASI NASIONAL AGRARIA (PRONA) DI KECAMATAN MATTIRO SOMPE KABUPATEN PINRANG

2018 ◽  
Vol 4 (1) ◽  
pp. 117
Author(s):  
Nurul Munia ◽  
Muhlis Madani ◽  
Abdi Abdi
Keyword(s):  
Qualitative Research ◽  
Service Quality ◽  
Public Service ◽  
Research Result ◽  
Quality Service ◽  
Service Flow ◽  
The Public ◽  
Inhibiting Factors ◽  
Inhibiting Factor ◽  
Research Type

The purpose of this research is not only aimed to know the service quality but also to know the supporting and inhibiting factors of the public service in Prona. This research used qualitative research type which is choosen by certain sample who had knowledge about Prona Service Quality. The research result showed that 1) if the required file was completed then the certificate could be quickly resolved 2) the service flow could be said “good” 3) the employee had not done the best in their work 4) PRONA activites will be completed within one budget a year 5) public enthusiasm in enrolling their land by Prona 6) the less of surveyor staff become the most inhibiting factor of Prona service. Keywords: Quality, service, PRONA

Analisis Kualitas Pelayanan Dalam Pelaksanaan Tera Dan Tera Ulang Alat Ukur, Timbang, Takar Dan Perlengkapannya (UTTP) Pada Bidang Perdagangan Dinas Koperasi, Perindustrian Dan Perdagangan Kabupaten Pacitan

2016 ◽  
Vol 3 (2) ◽  
pp. 159-173
Author(s):  
Susi Minarsih ◽  
Ary Sutrischastini
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Level Of Service ◽  
Research Use ◽  
Validity And Reliability ◽  
Analysis Instrument ◽  
Service Execution ◽  
Traditional Market ◽  
Convenience Sampling

The aims of this study are to measure the level of service quality and how to improve the quality of service execution in re-measurement tera and tera of UTTP in Commerce On duty Co-Operation, Industrial and Commerce Of Sub-Province of Pacitan. This research’s object is traditional market of Minulyo Pacitan as mains market in Sub-Province of Pacitan with 100 perpetrator people of sample as user/owner of UTTP (ukur,timbang, takar, dan perlengkapannya) with method intake of sampel by Convenience Sampling. The technique of collecting data uses questionnaires and direct interview. This research use qualitative analysis instrument test of validity and reliability to know valid or not and reliabel or not about the questions of questionnaire. Then, this research was done with Servqual method as instrument to do measurement of service quality. The measurement of service quality in Servqual method pursuant to five service dimension that is tangibles, responsiveness, realibility, assurance, and empathy. This research will be measured of gap 5 that is difference among performance and its expectation. Ad for yielded gap from a enumeration of Servqual 5 gap, -146 progressively lower him mount the quality of given service activities. Therefore, its needs the existence of priority repair of service quality, in this case is service of remeasurement tera and tera of UTTP at biggest difference or gap that is at variable of Responsiveness ( Energy Listen carefully) and attribute that has smallest difference that is – 0.44 at dimension question of variable of Tangibles ( Evidence Physical). Keyword: Quality Of Service, Method of Service Quality.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

TANGGAPAN WAJIB PAJAK TERHADAP KUALITAS PELAYANAN DILIHAT DARI TINGKAT KEPENTINGAN DAN KINERJA PADA KANTOR PELAYANAN PAJAK KOTA BOGOR

2018 ◽  
Vol 2 (01) ◽  
pp. 14
Author(s):  
Eddy Supardi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Good Work ◽  
Satisfaction Level ◽  
Quality Service ◽  
Analysis Method ◽  
And Performance ◽  
Personal Tax

The Tax Payer obidience in fulfiling their taxation obligation will be influenced a lot by the satisfaction level toward the service fiscus. The aim of this observation is to know the response of Tax Payer toward service quality through importance and performance. The population which become the object of this observation is the personal Tax Payer registered in Bogor Tax Service Office and the number of respondents taken as the sample are 100 respondents with Slovin formula. The analysis method used is descriptive analysis and importance-performance analysis.   The result of this observation will be able to be used as one of the input to Bogor Tax Service Office in improving the quality service and for the following observation, especially those who take the same object as the observation in order to improve the quality service to the Tax Payer based on the service of its working way which is felt less. Otherwise it is important for The Tax Payer, maintaining the good work or balancing the service quality based on the working way which is evaluated less important by The Taxe Payer, but has been done reasonably well or very well by The Service Office

We're So Bad It's Funny - Effects of Using Humour in the Marketing Communication of Low-Quality Service Providers

2020 ◽  
Vol 4 (2-3) ◽  
pp. 84-99
Author(s):  
Ilias Danatzis ◽  
Jana Möller ◽  
Christine Mathies
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Purchase Intentions ◽  
Service Performance ◽  
Superior Performance ◽  
Service Research ◽  
Marketing Communication ◽  
Quality Service ◽  
Customer Expectations ◽  
Service Outcomes

Low-quality service providers who are unable or unwilling to compete through superior performance increasingly use humour in their marketing communication to generate positive service outcomes. Yet it remains unclear whether using humour to communicate poor service quality is indeed effective. Based on an online experiment in the context of budget hotels, this study finds that using humour to deliberately communicate poor service quality leads to higher purchase intentions and service quality evaluations by reducing both technical and functional service quality expectations. Theoretically, this study extends humour and service research by providing first empirical evidence for the viability of using humour as an effective tool for leveraging customer expectations of service quality rather than improving service performance. Managerially, these insights highlight how reducing customer expectations is an alternative strategy for attracting new customers and for achieving superior quality evaluations.

An Event Quality Scale for Participatory Running Events

2020 ◽  
Vol 24 (1) ◽  
pp. 139-152 ◽  
Author(s):  
John Armbrecht
Keyword(s):  
Scale Development ◽  
Service Quality ◽  
Development Process ◽  
Factor Model ◽  
Perceived Quality ◽  
Social Aspects ◽  
Factor Solution ◽  
Quality Scale ◽  
Cognitive Dimensions

This study focuses on the perceived quality of participatory event experiences by addressing the following question: What are the important aspects of the event experience? The aim of this research is to develop and refine a scale to measure the quality of the event experience for runners at a participatory event. The objective is to combine, apply, test, and refine the existing scales to increase our understanding of the perceived quality of events among amateur running athletes. Both affective and cognitive dimensions are included in the scale. Based on seven dimensions and 36 items, a formal scale development process is adopted. The data consist of 1,923 observations collected during a participatory event with approximately 60,000 registered participants. The seven-factor model, including immersion, surprise, participation, fun, social aspects, hedonic aspects, and service quality, was gradually revised in favor of a four-factor solution: service quality, hedonic aspects, fun, and immersion. As a result, 73.1% of the variance is extracted. This study contributes to a refined scale measuring the perceived event quality of participatory events. Service quality accounts for more than half of the variance extracted. Researchers should continue to develop research on the critical experiential dimensions in an event context. Furthermore, the links between the constructs need attention. The results suggest that event organizers should evaluate their events and event portfolios based on the scale and take actions to increase the perceived quality of these events.

Sign in / Sign up

Export Citation Format

Share Document