PENGARUH PEMASANGAN INTEGRASI DISPLAY MONITOR PADA ALAT UJI TERHADAP KUALITAS PELAYANAN UP PKB UJUNG MENTENG

Motor Vehicle Testing Services are considered an object of General Services Levy. However, conditions in the field show that the Motor Vehicle Testing Technical Implementation Unit at UP PKB Ujung Menteng is still not optimal. The main problem is the lack of facilities, adequate testing equipment. Management and organization also need to be improved, as does attention to environmental impacts. The research was conducted after collecting the required primary and secondary data. The results will be analyzed using statistical methods to measure the integration of monitor display and the level of driver satisfaction with the service. From this analysis, the Customer Satisfaction Index value was obtained at 66.90%, which indicates a satisfaction level of "satisfied" according to the customer satisfaction level classification. However, the condition of display monitor integration at UP PKB Ujung Menteng is still not optimal, as can be seen from the evaluation of the condition of the display monitor. Therefore, routine improvements to the display monitor integration system need to be carried out to improve the quality of vehicle testing services in the eyes of drivers. A regular maintenance schedule can help avoid unwanted serious damage. Overall, UP PKB Ujung Menteng is advised to improve the quality of their services by focusing on improving infrastructure, improving human resources, better management.
Keywords: Service quality, Motor Vehicle Testing, Customer Satisfaction Index (CSI)