Road User Satisfaction Based on Integrated Pavement Condition and Traffic Load in North Toraja, Indonesia

Road service quality assessment requires consideration of both objectively measured infrastructure conditions and users’ perceptions. This study developed an integrated road-service evaluation framework by combining pavement condition, traffic intensity, and user perceptions to examine their relationship with road user satisfaction. The study was conducted on four road sections forming an education–commercial corridor in North Toraja Regency, Indonesia, from May to July 2026. A quantitative explanatory design was applied using questionnaire data from 277 road users and objective data from pavement and traffic surveys. Pavement condition was measured using the Pavement Condition Index (PCI), while traffic intensity was represented by peak-hour traffic volume expressed in passenger car units per hour (PCU/h). The objective indicators were converted to a five-point scale and integrated with corresponding perception scores to construct Integrated Pavement Condition (X?) and Integrated Traffic Load (X?) using a 50:50 weighting scheme. Multiple linear regression was used to examine their relationships with Road User Satisfaction (Y). The regression models explained 39.6%–58.1% of the variation in satisfaction. X? showed a positive and significant relationship with satisfaction across all four road sections, whereas X? was significant on three sections but not on Rantepao–Sa’dan Road. The Customer Satisfaction Index ranged from 67.4% to 73.4%, indicating satisfied users across all sections. Importance–Performance Analysis identified X? as a priority for improvement on Rantepao–Bolu Road. The findings demonstrate that integrating objective road conditions with user perceptions provides a comprehensive basis for evaluating road service quality and identifying context-specific improvement priorities