Analysis of Road Infrastructure Performance Audit on Gatot Subroto Underpass User Satisfaction
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Indah Permatasari
*
Universitas Pembangunan Panca Budi, Medan,
Indonesia
- Feby Nasywa Rahman Universitas Pembangunan Panca Budi, Medan, Indonesia
- Shinta Dessy Mandasari Universitas Pembangunan Panca Budi, Medan, Indonesia
- M Irsan Nasution Universitas Pembangunan Panca Budi, Indonesia
Abstract
This study aims to analyze the performance audit of road infrastructure and its impact on user satisfaction at the Gatot Subroto Underpass, North Sumatra. High-quality road infrastructure plays a vital role in improving mobility, safety, and public convenience; therefore, periodic evaluation through a performance audit based on user perceptions is essential. This study employed a descriptive quantitative method using a survey approach involving 75 respondents who were users of the Gatot Subroto Underpass. Data were collected using a Likert-scale questionnaire and analyzed descriptively by measuring the level of user satisfaction across each road infrastructure service indicator. The findings indicate that the performance audit effectively identified both service aspects that have performed well and those requiring further improvement. The level of user satisfaction before the evaluation was 65%, categorized as moderately satisfied, while after the evaluation and analysis it increased to 78%, categorized as satisfied, representing an improvement of 13%. The highest levels of user satisfaction were found in traffic flow and road surface conditions, whereas the lowest levels were associated with the drainage system, street lighting, and environmental cleanliness within the underpass. The study further reveals that the quality of road infrastructure services has a significant influence on users' perceptions and overall satisfaction. A performance audit based on user satisfaction provides comprehensive information for determining service improvement priorities and can serve as a valuable basis for developing more effective road infrastructure management policies that are responsive to community needs while supporting the development of a safe, comfortable, and sustainable urban transportation system.
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