ANALISIS KEPUASAN PELAYANAN DI BALAI PENGUJIAN KENDARAAN BERMOTOR KOTA BANDUNG

The role of the government in this country in addition to carrying out its duties to determine policies and make regulations, the government also has a function to provide services to the community with the aim of fulfilling all aspects in its field. But the community complained about the service that was in accordance with expectations, the service was not in accordance with the wishes/expectations of the community. One example is that some drivers complain about the services provided to them by testers, where there are testers who are not timely in carrying out vehicle tests, there are testers who are not disciplined in carrying out their duties, and there are testers who are not responsible for their duties. This analysis uses the IKM method and for its writing uses a quantitative descriptive method from the survey that has been carried out. Survey data is in the form of qualitative data that will be quantified in the form of numbers to make research easier. The results of the study show that the service provided by the Motor Vehicle Testing Center examiners is good with an IKM test result of 82.95. However, there are still elements of examiner service that are still below good scores. These elements are in the form of lack of timeliness in implementation, lack of discipline of examiners, and the existence of examiners who are less responsible for their duties.

Keyword: Customer Satisfaction, Public Service, Public Satisfying Index (IKM), Bandung City Motor Vehicle Test Roo.