Analisis Kualitas Pelayanan Publik Inovasi Transaksi Elektronik Program KIR Smart Card Di Dinas Perhubungan Kabupaten Siak

Muliono, M. (2022) Analisis Kualitas Pelayanan Publik Inovasi Transaksi Elektronik Program KIR Smart Card Di Dinas Perhubungan Kabupaten Siak. Masters thesis, Universitas Islam Riau.

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Abstract

The quality of public services for innovation in electronic transactions for the KIR smart card program at the Transportation Service of Siak Regency must provide good quality. Civil servants within the Transportation Service of Siak Regency have a very strategic role as the spearhead of public services, especially the KIR smart card. The focus of research at the Siak Regency Transportation Service is to determine the quality of electronic transaction innovation services through the KIR smart card program at the Siak Regency transportation office. The research methodology used is a qualitative research method. Based on the research in the field, it can be said that of the 5 service quality indicators, namely: Tangible, Reability, Responsiveness, Assurance, and Empathy which were studied at the Transportation Service of Siak Regency, it has been running well. This can be seen from the answers of 7 informants to the sub-indicators of the five indicators stating that they are good and in accordance with the operational standards applicable at the Transportation Service of Siak Regency. However, there are several sub-indicators that still need to be corrected, including: the sub-indicator of the fast registration and testing process and the sub-indicator of friendliness and courtesy in serving employees. The two subindicators still need to improve the services provided to the community, so that the community is more comfortable in managing KIR at the Transportation Service of Siak Regency.

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