Kualitas Pelayanan Unit Pelaksana Teknis (UPT) Pengujian Kendaraan Bermotor Dinas Perhubungan Kabupaten Bengkalis

Authors

  • Wella Dwi Ananda Universitas Islam Negeri Sultan Syarif Kasim Riau , Indonesia
  • Pivit Septiary Chandra Universitas Islam Negeri Sultan Syarif Kasim Riau , Indonesia

Keywords:

Kualitas Pelayanan, Pengujian Kendaraan Bermotor, Pelayanan Publik

Abstract

Penelitian ini bertujuan untuk mengetahui bagaimana kualitas pelayanan pengujian kendaraan bermotor di Dinas Perhubungan Kabupaten Bengkalis dan faktor-faktor yang mempengaruhi kualitas pelayanan pengujian kendaraan bermotor. Penelitian ini didasarkan pada fenomena penerbitan surat tanpa uji sertifikat. Pengumpulan data dilakukan melalui observasi, wawancara dan dokumentasi. Penelitian ini menggunakan teori Zeithaml, et al. (1990) dengan 5 indikator yaitu Tangible, Reliability, Responsiviness, Assurance, dan Empathy. Berdasarkan hasil penelitian menunjukkan bahwa Kualitas Pelayanan Unit Pelaksana Teknis (UPT) Pengujian Kendaraan Bermotor Kantor Perhubungan Kabupaten Bengkalis belum maksimal, hal ini dibuktikan dengan minimnya penerapan aspek penjaminan, yang memungkinkan kegiatan administrasi tidak sesuai prosedur. Dalam hal ini, terdapat beberapa kendala dalam melihat kualitas pelayanan Pengujian Kendaraan Bermotor Dinas Perhubungan Kabupaten Bengkalis, yaitu masih terdapat beberapa pelayanan yang belum sesuai dengan SOP.

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Published

28-06-2024

How to Cite

Ananda, W. D., & Chandra, P. S. (2024). Kualitas Pelayanan Unit Pelaksana Teknis (UPT) Pengujian Kendaraan Bermotor Dinas Perhubungan Kabupaten Bengkalis. Jurnal Pendidikan Tambusai, 8(2), 26158–26162. Retrieved from https://jptam.org/index.php/jptam/article/view/16394

Issue

Vol. 8 No. 2 (2024)

Section

Articles of Research

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Copyright (c) 2024 Wella Dwi Ananda

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