KUALITAS PELAYANAN SURAT IZIN MENGEMUDI (SIM) DI KEPOLISIAN

RESORT (POLRES) METRO BEKASI KOTA

QUALITY OF DRIVING LICENSE SERVICES (SIM) AT THE POLICE RESORT (POLRES) METRO BEKASI CITY

Penelitian ini bertujuan untuk menganalisis kualitas pelayanan Surat Izin

Mengemudi (SIM) di Kepolisian Resort (Polres) Metro Bekasi Kota

berdasarkan lima indikator dari Ban & Kim (2019), yaitu tangibles, reliability,

responsiveness, assurance, dan empathy. Latar belakang penelitian ini berangkat

dari berbagai keluhan masyarakat terkait layanan SIM, seperti proses yang

berbelit, waktu tunggu yang lama, serta kurangnya transparansi dalam

administrasi. Meskipun beberapa inovasi telah diterapkan, masih terdapat

persepsi negatif terhadap efektivitas layanan kepolisian. Metode penelitian

yang digunakan adalah deskriptif kualitatif dengan teknik pengumpulan

data melalui wawancara, observasi, dan dokumentasi. Hasil penelitian

menunjukkan bahwa fasilitas pelayanan di Polres Metro Bekasi Kota telah

mengalami perbaikan, seperti sistem antrean otomatis dan ruang tunggu

yang lebih nyaman. Namun, kendala utama masih terletak pada efisiensi

waktu pelayanan serta kurangnya transparansi dalam proses administrasi.

Petugas menunjukkan sikap responsif dan profesional, tetapi aspek empati

terhadap kelompok rentan masih perlu ditingkatkan. Secara keseluruhan,

penelitian ini menyimpulkan bahwa kualitas pelayanan SIM di Polres Metro

Bekasi Kota telah menunjukkan peningkatan, tetapi masih membutuhkan

optimalisasi dalam aspek transparansi, efisiensi, dan profesionalisme

petugas. Rekomendasi yang diberikan mencakup peningkatan pelatihan

petugas, pemanfaatan teknologi dalam pelayanan, serta penguatan

pengawasan terhadap prosedur administrasi guna meningkatkan kepuasan

masyarakat.

Kata Kunci: Kualitas Pelayanan, SIM, Polres Metro Bekasi Kota.

This study aims to analyze the quality of Driving License (SIM) services at

the Metro Bekasi City Police Resort (Polres) based on the five indicators from

Ban & Kim (2019): tangibles, reliability, responsiveness, assurance, and

empathy. The background of this research stems from various public

complaints regarding SIM services, such as bureaucratic complexity, long

waiting times, and a lack of transparency in administrative procedures.

Although some innovations have been introduced, negative perceptions

persist regarding the effectiveness of police services.This study employs a

descriptive qualitative method, utilizing data collection techniques such as

interviews, observations, and documentation. The findings indicate that

service facilities at the Metro Bekasi City Police Resort have improved,

including the implementation of an automated queue system and a more

comfortable waiting area. However, key challenges remain in terms of

service time efficiency and transparency in administrative processes. Officers

demonstrate responsiveness and professionalism, though aspects such as

empathy toward vulnerable groups still require enhancement.Overall, this

study concludes that the quality of SIM services at the Metro Bekasi City

Police Resort has improved but still requires optimization in terms of

transparency, efficiency, and officer professionalism. Recommendations

include enhancing officer training, utilizing technology in service delivery,

and strengthening oversight of administrative procedures to increase public

satisfaction.

Keywords: Service Quality, SIM, Metro Bekasi City Police Resort.