Fikri, Naufal Pradana Al (2025) ANALISIS KEPUASAN PENGEMUDI ANGKUTAN BARANG TERHADAP PELAYANAN DI UPPKB SUBAH. Diploma thesis, POLITEKNIK TRANSPORTASI DARAT BALI.
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Abstract
Pemerintah memiliki peran penting dalam memberikan pelayanan publik yang
berkualitas kepada masyarakat, termasuk dalam sektor transportasi darat. Salah satu
bentuk pelayanan tersebut adalah penimbangan kendaraan angkutan barang yang
dilakukan oleh Unit Pelaksana Penimbangan Kendaraan Bermotor (UPPKB).
Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pengemudi angkutan
barang terhadap pelayanan di UPPKB Subah serta mengidentifikasi upaya yang
dapat dilakukan pihak UPPKB Subah dalam meningkatkan kepuasan pengemudi.
Penelitian ini menggunakan metode deskriptif kuantitatif dengan instrumen Survei
Kepuasan Masyarakat (SKM) berdasarkan Peraturan Menteri Pendayagunaan
Aparatur Negara dan Reformasi Birokrasi No. 14 Tahun 2017, dan dianalisis
menggunakan metode Indeks Kepuasan Masyarakat (IKM). Hasil penelitian
menunjukkan bahwa pelayanan di UPPKB Subah masuk dalam kategori A (Sangat
Baik) dengan nilai IKM sebesar 92,10. Meskipun secara keseluruhan pelayan di
UPPKB Subah mendapat nilai yang sudah baik, masih ditemukan beberapa unsur
pelayanan yang nilainya relatif lebih rendah dibanding unsur lainnya, seperti sarana
dan prasarana, waktu penyelesaian, dan persyaratan. Hal ini menunjukkan bahwa
meskipun pelayanan secara umum sudah baik, diperlukan perbaikan dan evaluasi
berkelanjutan pada aspek-aspek tersebut.
Kata Kunci: Kepuasan Pengemudi, Survei Kepuasan Masyarakat, Indeks
Kepuasan Masyarakat, Unit Pelaksana Penimbangan Kendaraan Bermotor
| Item Type: | Thesis (Diploma) |
|---|---|
| Contributors: | Contribution Name Email Teacher Rupaka, S.P.,M.Si, Anggun Prima Gulang UNSPECIFIED Teacher Novianto, S.E., M.AP., Hendra Yudha UNSPECIFIED |
| Uncontrolled Keywords: | The government has an important role in providing quality public services to the community, including in the land transportation sector. One form of this service is the weighing of goods transportation vehicles carried out by the Motor Vehicle Weighing Implementation Unit (UPPKB). This study aims to determine the level of satisfaction of freight transportation drivers with services at UPPKB Subah and identify efforts that can be made by UPPKB Subah in increasing driver satisfaction. This study uses a quantitative descriptive method with the Community Satisfaction Survey (SKM) instrument based on the Regulation of the Minister of State Apparatus Empowerment and Bureaucratic Reform No. 14 of 2017, and analyzed using the Community Satisfaction Index (IKM) method. The results of the study show that the services at UPPKB Subah are included in category A (Very Good) with an IKM score of 92.10. However, although overall the servers at UPPKB Subah received good scores, there were still some elements of service that were relatively lower than other elements, such as facilities and infrastructure, completion time, and requirements. This shows that although the service in general is good, continuous improvement and evaluation is needed in these aspects. Keywords: Driver Satisfaction, Public Satisfaction Survey, Public Satisfaction, Motor Vehicle Weighing Implementation Unit |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Depositing User: | - Poltrada Bali Kemenhub |
| Date Deposited: | 14 Oct 2025 04:13 |
| Last Modified: | 14 Oct 2025 04:13 |
| URI: | https://digilib.poltradabali.ac.id/id/eprint/404 |
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