PERFORMANCE ASSESSMENT OF ETHIOPIAN TOLL ROADS ENTERPRISE (ETRE) SYSTEM

Abstract

During recent years the infrastructure sector has grown tremendously, including toll roads. Toll road sections spread across the regions in Ethiopia. ETRE is now managed by various toll road operators with different management styles. In providing their services to the public, Government requires the operators to meet a certain Toll Road Service Standard. unfortunately, the performance indicators do not have service quality track mechanism. The purpose of this research was to obtain performance indicators and assess performance between toll road segment. The basic performance indicators were obtained from literature review of previous research. Next to that a survey was conducted by collecting data through questionnaires to toll road users, operators, regulators, etc. The result provides stakeholders response and feeling in KPIs service outcomes. 25 KPIs and 14 RSPIs were obtained. Based on the performance assessment and result obtained final conclusion and recommendation test was rectified, the performance indicators obtained from this research can be applied to develop toll road performance indicators in ETRE