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

Abstract

Service quality is a consumer's assessment of the service received compared to the service expected. If the service meets expectations, it is considered satisfactory. Motor Vehicle Testing Services play a crucial role in ensuring vehicle technical safety and ensuring smooth traffic flow. Therefore, the Transportation Agency, as the implementing unit for motor vehicle testing, is required to provide the best service, especially for both freight and passenger transport owners. This study addresses the quality of motor vehicle testing services at the Dairi Regency Transportation Agency. The study was conducted using a qualitative descriptive method through interviews, observation, and documentation. Data analysis utilized the service quality theory of Zeithaml, Parasuraman, & Berry (in Hardiyansyah, 2011), which encompasses five dimensions: tangible, reliability, responsiveness, assurance, and empathy. The results showed that in the tangible dimension, the building, facilities, and testing equipment were adequate. In terms of reliability, they were lacking due to minimal public awareness, resulting in a lack of public understanding of the requirements. In terms of responsiveness, the service was deemed quite good, with punctuality and reasonable costs. The assurance dimension was also good, as costs were in accordance with regulations, free of illegal levies, and legality was guaranteed according to standard operating procedures (SOPs). Lastly, in the empathy dimension, the service provided by the staff is quite good, demonstrated by politeness, respect for customers, and non-discrimination.

Abstrak

Kualitas pelayanan merupakan penilaian konsumen terhadap pelayanan yang diterima dibandingkan dengan pelayanan yang diharapkan. Jika pelayanan sesuai dengan harapan, maka dianggap memuaskan. Pelayanan Pengujian Kendaraan Bermotor memiliki peran penting dalam menjamin keselamatan teknis kendaraan demi kelancaran lalu lintas. Oleh karena itu, Dinas Perhubungan sebagai unit pelaksana pengujian kendaraan bermotor dituntut memberikan pelayanan terbaik, khususnya bagi pemilik angkutan barang maupun penumpang. Penelitian ini merumuskan masalah mengenai bagaimana kualitas pelayanan pengujian kendaraan bermotor di Dinas Perhubungan Kabupaten Dairi. Penelitian dilakukan dengan metode deskriptif kualitatif melalui wawancara, observasi, dan dokumentasi. Analisis data menggunakan teori kualitas pelayanan Zeithaml, Parasuraman, & Berry (dalam Hardiyansyah, 2011) yang meliputi lima dimensi: tangible, reliability, responsiveness, assurance, dan empathy. Hasil penelitian menunjukkan bahwa pada dimensi tangible, gedung, fasilitas, dan alat uji sudah memadai. Pada reliability, masih kurang karena minim sosialisasi sehingga masyarakat kurang memahami persyaratan. Pada responsiveness, pelayanan dinilai cukup baik dengan ketepatan waktu dan kewajaran biaya. Dimensi assurance juga baik, karena biaya sesuai aturan, tanpa pungutan liar, dan legalitas dijamin sesuai SOP. Terakhir, pada dimensi empathy, pelayanan petugas cukup baik, ditunjukkan dengan sikap sopan santun, menghargai pelanggan, serta tidak diskriminatif.