Kualitas Pelayanan Pengujian Kendaraan Bermotor pada Dinas Perhubungan Kabupaten Bangka Selatan
Keywords:
Service Quality, Public Services, Motor Vehicle TestingAbstract
Motor vehicle testing at the South Bangka Regency Transportation Office still found several problems in services where there are still a lack of test officers, services are classified as slow, convoluted, there are opportunities for brokers, some service users still do not understand the procedures that have been set and the lack of socialisation related to motor vehicle testing. As a public agency, the South Bangka Regency Transportation Office is obliged to provide quality services. Therefore, this study aims to analyse the quality of motor vehicle testing services on service user satisfaction. This study uses descriptive qualitative research methods with the theory according to Zeithaml 5 Dimensions namely Tangibles, Reliability, Responsiveness, Assurance and Empathy. The informants of this research consisted of Technical Testing Officers and service users. The data collection technique uses observation, interviews and documentation. And the analytical technique is qualitative descriptive data analysis technique. The results of this study are that there is 1 Assurance dimension included in the very good category and 4 dimensions of Tangibles, Reliability, Responsiveness and Empathy are quite good. This study concludes that the services provided are quite good and of high quality, but with the assumption that service users feel that they are not suitable, it is necessary to make efforts to further improve the quality of service.
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References
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