Pengaruh Tingkat Kualitas Pelayanan Terhadap Tingkat Kepuasan Pelanggan di Unit Pelaksana Teknis Dinas Pengujian Kendaraan Bermotor Wiyung Kota Surabaya
Abstract: Services provided by
the government failed to give satisfaction to the customers. Due to the number
of violations that occurred inpublic institutions, such as bribery and
brokering practices. In particular motor vehicle testing services in the city
of SurabayaWiyung. The intent of this study is whether there is influence
between the level of service quality on customer satisfaction levels, aswell as
how big influence. This study uses the dimensions of service quality that
includes five indicators of Tangibles , Reliability,Responsiveness , Assurance
, Empathy . The method in this study is an explanatory quantitative . Data
collection by interview usingquestionaires , observation , and documentation ,
as well as online data retrieval and mass media. Her analysis of the data
usingsimple regression analysis . Based on the results of this study concluded
that service quality affects customer satisfaction, and hasthe effect of 47.6%
. And the rest is influenced other factors. Recommendations that need
additional seating or waiting area forcustomers or the driver outside the
building , and complimentary bathroom amenities , as well as monitoring for the
presence ofillegal services or brokers.
Keyword: Public Service,
Customer Satisfaction, Service Quality
Penulis: Arif Kurniawan
Kode Jurnal: jpadministrasinegaradd120110
