Erlangga, Gilang and , Dr. Ir. Muchlison Anis, S.T., M.T. (2024) Analisis Kualitas Pelayanan Terhadap Kepuasan Masyarakat Pada Uji Kendaraan Bermotor (KIR) (Studi Kasus : Dinas Perhubungan Kabupaten Kudus). Skripsi thesis, Universitas Muhammadiyah Surakarta.
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Abstract
The Transportation Department of Kudus Regency is one of the agencies whose job is to conduct KIR testing on motorized vehicles. Motor vehicle testing services play a role in minimizing the number of accidents. The problem that exists in the KIR test service is the lack of understanding for service users of the importance of the KIR test. Many vehicles do not fulfill the Over Dimension and Over Loading (ODOL) standard, many people go back and forth to complete the registration file. The purpose of the study was to analyze service quality and public satisfaction in the KIR test at the Transportation Department of Kudus Regency, evaluate attributes that need improvement to improve service quality, and design improvement recommendations to improve service quality. The data source used was a questionnaire. The research used Importance Performance Analysis (IPA) and TRIZ methods. The results obtained show that there are 5 attributes that need to be improved so that service quality can improve. Proposed improvements that can be made by replacing waiting chairs, prioritizing service according to queue numbers, recruiting new officers so that service is getting better, further optimizing officer performance, so that public complaints are quickly resolved, and changing information boards (service flow) that are easy for visitors to understand.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Public Satisfaction, Service Quality, Importance Performance Analysis, TRIZ, Department of Transportation |
| Subjects: | T Technology > TI Industrial Engineering |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | GILANG ERLANGGA |
| Date Deposited: | 12 Feb 2024 04:22 |
| Last Modified: | 12 Feb 2024 04:22 |
| URI: | http://eprints.ums.ac.id/id/eprint/121789 |
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