Analisis Kualitas Pelayanan Uji Kir Kendaraan Bermotor di Dinas Perhubungan Kota Surabaya
Service Quality Analysis of Motor Vehicle Inspection (KIR Test) at the Department of Transportation of Surabaya City
Penelitian ini bertujuan untuk menganalisis kualitas Pelayanan Uji Kir Kendaraan Bermotor di Dinas Perhubungan Kota Surabaya. Informan dalam penelitian ini adalah Kepala Seksi Pengelola Sarana Transportasi Dinas Perhubungan Kota Surabaya, Petugas Penguji Kendaraan Bermotor Dinas Perhubungan Kota Surabaya, Pegawai Bagian Administrasi Pelayanan Pengujian Kendaraan Bermotor Dinas Perhubungan Kota Surabaya, Pegawai Bagian Pengaduan Dinas Perhubungan Kota Surabaya, dan masyarakat pengguna layanan Pengujian Kendaraan Bermotor Dinas Perhubungan Kota Surabaya.
Pendekatan penelitian yang digunakan adalah deskriptif kualitatif dengan menggunakan fokus penelitian Anggraini (2021) untuk mengetahui kualitas pelayanan yang diberikan kepada masyarakat terdapat lima dimensi kualitas pelayanan yaitu Tangibles (bukti fisik), Reliability (kehandalan), Responsiveness (daya tanggap), Assurance (jaminan), dan Empathy (empati).
Hasil penelitian menunjukkan bahwa kualitas pelayanan Uji KIR Kendaraan Bermotor di Dinas Perhubungan Kota Surabaya sudah sangat baik, hal ini berdasarkan bukti fisik (tangible) berupa ketersediaan sarana dan prasarana yang telah disediakan secara optimal sesuai dengan standar pelayanan yang berlaku, personel yang sudah memadai, serta kedisiplinan pegawai dalam penampilan sesuai aturan. Kehandalan (reliability) yang terlihat dari disiplin waktu dalam melaksanakan tugasnya, telah melakukan standar pelayanan yang jelas dan pegawai yang ahli. Daya tanggap (responsiveness) yang terlihat dari pelayanan terbaik, responsif, cepat, memuaskan, sopan, ramah, membantu, serta dilakukan secara profesional, selalu menjawab aduan masyarakat. Jaminan (assurance) yang terlihat dari sudah memiliki prosedur yang jelas dan transparan. Dan empati (empathy) yang dapat dilihat dari ketersediaan untuk selalu menerima masukan dan bersifat adil.
Kata Kunci : Pelayanan, Kendaraan Bermotor, dan Uji KIR
This study aims to analyze the quality of Motor Vehicle Inspection Services at the Surabaya City Transportation Agency. The informants in this study were the Head of the Transportation Facilities Management Section of the Surabaya City Transportation Agency, Motor Vehicle Inspection Officers of the Surabaya City Transportation Agency, Employees of the Administration Section of the Motor Vehicle Inspection Services of the Surabaya City Transportation Agency, Employees of the Complaints Section of the Surabaya City Transportation Agency, and the public who use the Motor Vehicle Inspection services of the Surabaya City Transportation Agency..
The research approach used is descriptive qualitative using Anggraini's (2021) research focus to determine the quality of services provided to the community, there are five dimensions of service quality, namely Tangibles (physical evidence), Reliability (reliability), Responsiveness (responsiveness), Assurance (guarantee), and Empathy (empathy).
The results of the study indicate that the quality of Motor Vehicle KIR Test services at the Surabaya City Transportation Agency is very good, this is based on physical evidence (tangible) in the form of the availability of facilities and infrastructure that have been provided optimally in accordance with applicable service standards, adequate personnel, and employee discipline in appearance according to the rules. Reliability is seen from the discipline of time in carrying out their duties, has carried out clear service standards and expert employees. Responsiveness is seen from the best service, responsive, fast, satisfying, polite, friendly, helpful, and carried out professionally, always answering public complaints. Assurance is seen from having clear and transparent procedures. And empathy can be seen from the availability to always accept input and be fair.
Keywords: Services, Motor Vehicles, and KIR Test