Analisis Kualitas Pelayanan Perpanjangan Surat Izin Mengemudi (SIM) Keliling Satlantas Polres Rokan Hilir Dalam Upaya Meningkatkan Mutu Pelayanan Publik

Lukman Prabowo, Indr (2022) Analisis Kualitas Pelayanan Perpanjangan Surat Izin Mengemudi (SIM) Keliling Satlantas Polres Rokan Hilir Dalam Upaya Meningkatkan Mutu Pelayanan Publik. Masters thesis, Universitas Islam Riau.

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Abstract

The purpose of this study was to analyze the service quality of mobile driver's license renewal (SIM) at the Rokan Hilir Polres SATLANTAS Unit. Formulation of the research problem "How is the Implementation of Public Services at the Rokan Hilir POLRES SATLANTAS Unit?. Government Administration Bureaucratic Reform including the Republic of Indonesia National Police aims to build Profiles and Behaviors of State Apparatuses who have integrity, productivity and responsibility and have the ability to provide excellent service to the community. However, in its development after the reform took place, there were several complaints from the public about the services they received. This study attempts to answer these problems by formulating a research problem using quantitative methods with descriptive analysis of 98 community respondents who are taking care of extending mobile driver's licenses, which determines the size of the number of respondents using a Likert scale. This study is based on the Theory of Public Service Satisfaction Level Dimensions by Philip Kotler (2012; 294) using 5 indicators, namely Reliability, Responsiveness, Assurance, Emphaty and Tangibles with each of 4 sub-indicators with a Likert scale measurement scale, namely Very Good, Good, Enough Good, Less Good and Not Good. The results of the responses of community respondents obtained a total of 8.930 results with an acquisition share of 71.44% percent. This means that the number is included in the group between 67 percent and 100 percent, including in the Good category. So it can be concluded that the results of this study show that the performance of public services at the Rokan Hilir POLRES SATLANTAS Unit is good.

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