EVALUASI PELAYANAN UJI BERKALA KENDARAAN BERMOTOR KELILING DI UNIT PENGELOLA PENGUJIAN KENDARAAN BERMOTOR UJUNG MENTENG

This research discusses the evaluation of periodic mobile vehicle testing services carried out at the Ujung Menteng Motor Vehicle Testing Management Unit. The mobile periodic test service is carried out with the aim of increasing the efficiency of the implementation of periodic motor vehicle testing services, because the periodic tests carried out at UP PKB Ujung Menteng reach 550 vehicles per day so that the large number of vehicles required to be tested compared to the number of testers and the limited service time causes low efficiency of periodic test services.
The research applies the service quality (servqual) method, which measures the quality of a service per dimension to obtain a gap value which means the difference between the customer's opinion about the quality of service received and what the consumer desires. The results of data analysis show that based on measuring five aspects of service quality, all aspects received negative scores. In conclusion, the public's expectations regarding periodic mobile vehicle testing services have not been fully met based on their direct experience. Evaluation using the five servqual dimensions shows that the reliability dimension has the highest gap value, namely -0.76, while the physical evidence (tangible) dimension has the lowest gap, namely -0.58.

Keywords: Evaluation, Periodic Testing of Motor Vehicles, Service Quality.