Kualitas Pelayanan Pengujian Kendaraan Bermotor di Unit Pelayanan Terpadu (UPT) Pengujian Kendaraan Bermotor (PKB) Kabupaten Dairi

Abstract

Service quality is a form of consumer assessment of the level of service received and the expected level of service. If the service received is as expected, then the perceived service quality is satisfactory. Motor Vehicle Testing Services is a testing or inspection activity of vehicle parts which plays an important role in providing technical safety guarantees for the use of vehicles in the smooth flow of public traffic when traveling. Therefore, the Transportation Service as the implementing unit for motor vehicle testing is very influential in providing good service to the public, especially to motor vehicle owners for goods and passenger transport. From this background, in this research there is a problem formulation, namely what is the quality of motor vehicle testing services at the Dairi Regency Transportation Service. The research method used in this research is descriptive research with a qualitative approach. Data collection was carried out usinginterview, observation and documentation techniques. The data obtained were analyzed qualitatively using the service quality theory approach proposed by Zeithaml, Parassuraman & Berry (in Hardiyansyah, 2011: 11) including Tangible, Reliability, Responsiveness, Assurance, and Emphaty (Empathy). The results of the research show that in the tangible dimension, the building, facilities and test equipment are adequate and quite complete. Then in the reliability dimension, it is still considered lacking because there has never been any socialization carried out by the UPT PKB of the Dairi Regency Transportation Service. As a result, many people do not know what the requirements are. Furthermore, in the dimension of responsiveness, it is considered quite good because of the certainty of service times which are always on time and reasonable costs. Then in the assurance dimension, it is considered quite good because the certainty of service times is always on time, the guarantee of costs in accordance with statutory regulations without any illegal levies and the guarantee of legality provided in accordance with the Motor Vehicle Testing SOP has been strictly adhered to by all motor vehicle testing officers at UPT PKB Dairi Regency. Furthermore, in the dimension of empathy, it can be said to be quite good because the attitude of politeness and respect for customers is upheld by the service staff here without being discriminatory or discriminatory.