NALISIS KEPUASAN PENGEMUDI ANGKUTAN BARANG TERHADAP PELAYANAN PENGUJI DI UPT PENGUJIAN KENDARAAN BERMOTOR TALANGAGUNG KABUPATEN MALANG BERDASARKAN INDEKS KEPUASAN MASYARAKAT

In everyday life, the government has a function that is to provide public
services with the aim of meeting the needs of the community in all fields.
However, currently some public services are still not in line with the expectations
of service recipients and not a few people complain about these services. Many
people complain about the service of testers, where the testers often arrive not
on time so that there are often delays in service hours, besides that the testers
also often provide service in a less polite and friendly manner so that drivers who
test their vehicles often feel offended.
The analysis method used in this study is a descriptive statistical method
from the results of processing survey results. Qualitative survey data then
quantified to facilitate assessment. The results of show that the services provided
by testers to freight transportation drivers at the Talangagung Motor Vehicle
Testing Unit are generally good, this is shown by the CSI value obtained, which
is 83. However, there is still an element of service from the examiner whose
value is below other elements. These elements are discipline and politeness and
friendliness of the examiner. This certainly requires special attention and
supervision from the leadership so that in the future the service of the examiners
will be better.
Keywords: Public Service, Community Satisfaction Index (CSI), UPT
Talangagung Motor Vehicle Testing.