DANI, NI KOMANG AYU SRI MAHENDRA (2025) ANALISIS PELAYANAN PENGUJIAN KENDARAAN BERMOTOR DALAM UPAYA MENINGKATKAN KEPATUHAN UJI BERKALA (STUDI KASUS: UPT PKB KULON PROGO). Diploma thesis, POLITEKNIK TRANSPORTASI DARAT BALI.
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Abstract
Penelitian ini bertujuan untuk menganalisis kualitas pelayanan pengujian
kendaraan bermotor dalam meningkatkan kepatuhan uji berkala di UPT PKB Kulon
Progo. Penelitian menggunakan pendekatan kuantitatif dengan metode survei
terhadap 98 responden pengguna layanan. Pengukuran kualitas pelayanan
dilakukan berdasarkan lima dimensi SERVQUAL: tangible, reliability,
responsiveness, assurance, dan empathy. Hasil analisis menunjukkan bahwa
seluruh dimensi mengalami gap negatif, dengan gap terbesar pada dimensi
tangible (-0,82), assurance (-0,76) dan responsiveness (-0,76), yang menunjukkan
bahwa fasilitas fisik, rasa nyaman serta ketanggapan pelayanan belum memenuhi
harapan pengguna. Sementara itu, dimensi empathy menunjukkan gap terkecil (-
0,68). Penelitian ini juga menemukan bahwa tingkat kepatuhan pengguna terhadap
uji berkala dipengaruhi oleh keterbatasan informasi, minimnya sosialisasi, dan
kurangnya dukungan sarana prasarana. Oleh karena itu, peningkatan kualitas
pelayanan, penguatan komunikasi informasi, serta penambahan SDM dan
digitalisasi layanan menjadi strategi penting untuk meningkatkan kepatuhan
masyarakat terhadap uji berkala kendaraan bermotor.
Kata kunci: Pelayanan Publik, Uji Berkala, SERVQUAL, Kualitas Pelayanan,
Kepatuhan Masyarakat
| Item Type: | Thesis (Diploma) |
|---|---|
| Contributors: | Contribution Name Email UNSPECIFIED SASUE, S.T., M.Eng., RIZ RIFAI OKTAVIANUS UNSPECIFIED UNSPECIFIED PRADANA, S.T., M.Si., ADRIAN UNSPECIFIED |
| Uncontrolled Keywords: | This study aims to analyze the quality of motor vehicle inspection services in improving periodic inspection compliance at UPT PKB Kulon Progo. The research employed a quantitative approach using a survey method involving 98 service users. Service quality was measured using five SERVQUAL dimensions: tangible, reliability, responsiveness, assurance, and empathy. The analysis revealed that all dimensions showed negative gap s, with the highest found in tangible (-0.82, assurance (-0,76) and responsiveness (-0.76), indicating that physical facilities and service responsiveness did not meet user expectations. Meanwhile, the empathy dimension had the smallest gap (-0.68). The study also found that user compliance with periodic inspections was influenced by limited information, lack of outreach, and inadequate facilities. Therefore, improving service quality, strengthening information dissemination, increasing personnel, and optimizing digital services are essential strategies to enhance public compliance with periodic motor vehicle inspections. Keywords: Public Service, Periodic Inspection, SERVQUAL, Service Quality, Public Compliance |
| Subjects: | T Technology > T Technology (General) |
| Depositing User: | - Poltrada Bali Kemenhub |
| Date Deposited: | 13 Oct 2025 06:05 |
| Last Modified: | 13 Oct 2025 06:05 |
| URI: | https://digilib.poltradabali.ac.id/id/eprint/394 |
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