Analysis of the effect of service quality on public satisfaction with motor vehicle testing services at the Bukittinggi City transportation department
DOI:
https://doi.org/10.52465/josre.v4i2.26Keywords:
Service quality, Community satisfication, Public service, Vehicle testing, Multiple regressionAbstract
This study examines how service quality affects community satisfaction in motor vehicle testing services at the Bukittinggi City Department of Transportation. Addressing limited evidence in local government contexts, it applies a quantitative explanatory design with five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. Data from 100 users were collected through a validated questionnaire and analyzed using multiple linear regression. Results show all dimensions significantly and positively influence satisfaction, both individually and collectively. The model explains 76.8% of satisfaction variance (R² = 0.768), indicating strong explanatory power. Responsiveness is the most influential factor, underscoring the importance of prompt and adaptive service delivery. The study contributes empirical evidence on the relative weight of service quality dimensions in regulatory services and suggests prioritizing responsiveness and reliability to improve effectiveness and sustain public trust.
References
“Peraturan Pemerintah No. 133 Tahun 2015,” Jakarta, 2015.
Menteri Pendayagunaan Aparatur Negara and DPR RI, “Keputusan Menteri Aparatur Negara No. 63 KEP/M.PAN/2003 dan Undang-Undang No. 25 Tahun 2009 tentang Pedoman Umum Penyelenggaraan Pelayanan Publik,” Jakarta, 2009.
L. J. Kurniawan and M. Lutfi, Perihal negara, hukum & kebijakan publik: perspektif politik kesejahteraan yang berbasis kearifan lokal, pro civil society dan gender. Setara Press, 2011. [Online]. Available: https://books.google.co.id/books?id=wTkfywAACAAJ
R. F. Gerson, Mengukur kepuasan pelanggan. in Ke arah pengurusan cemerlang. Penerbitan Pelangi. [Online]. Available: https://books.google.co.id/books?id=cNz0wAEACAAJ
R. F, Meansuring Customer Satisfation: Teknik Mengukur Strategi Meningkatkan Kepuasan Pelanggan Plus Analisis Kasus PLN-JP, Jakarta. Jakarta: Gramedia Pustaka Utama, 2006.
Menteri Pendayagunaan Aparatur Negara, “Keputusan Menteri Pendayagunaan Aparatur Negara No. KEP/25/M.PAN/2/2004 tentang Pedoman Survei Kepuasan Masyarakat terhadap Penyelenggaraan Pelayanan Publik.,” Jakarta, 2004.
Algifari, MENGUKUR KUALITAS LAYANAN : Dengan Indeks Kepuasan, Metode Importance-Performance Analysis (IPA), dan Model Kano / Algifari. Yogyakarta: BPEP, 2019.
Hardiyansyah, Kualitas pelayanan publik. Yogyakarta: Gava Media, 2018.
D. Sugiyono, “Metode penelitian pendidikan pendekatan kuantitatif, kualitatif dan R&D,” 2013.
S. H. Sahir, Metodologi penelitian. Penerbit KBM Indonesia, 2021.
S. Arikunto, “Pengembangan instrumen penelitian dan penilaian program,” 2017.
Rahmawati and W. Subadi, “Kualitas Pelayanan Masyarakat Dilihat Dari Aspek Tangible (Berwujud) Dalam Rangka Meningkatkan Indeks Kepuasan Masyarakat (IKM) Desa Muara Langon Kecamatan Muara Komam Kabupaten Paser,” Jurnal Administrasi Publik & Administrasi Bisnis, vol. 3, no. 2, 2020.
N. M. Sari, M. Sultan, and T. Bahfiarti, “Public Satisfaction with Information Services in Public Services,” 2021.
D. Utami and A. Rahman, “Pengaruh Kualitas Pelayanan Terhadap Kepuasan Wajib Pajak Kendaraan Bermotor pada Kantor Samsat Kabupaten Maros,” Jurnal Ekonomi Prioritas, vol. 3, no. 3, pp. 200–209, 2023.
H. S. Fauzan and A. Setiawan, “Pengaruh Kualitas Pelayanan Terhadap Kepuasan Masyarakat Di Seksi Pengujian Kendaraan Bermotor Dinas Perhubungan Kabupaten Garut,” Jurnal Pembangunan Dan Kebijakan Publik, vol. 14, no. 2, pp. 61–68, 2023.
