KUALITAS PELAYANAN SURAT TANDA NOMOR KENDARAAN DI KANTOR SAMSAT DALAM PENINGKATAN KEPUASAN MASYARAKAT DI KANTOR SAMSAT KOTA PELAIHARI

Nauval, Muhammad (2022) KUALITAS PELAYANAN SURAT TANDA NOMOR KENDARAAN DI KANTOR SAMSAT DALAM PENINGKATAN KEPUASAN MASYARAKAT DI KANTOR SAMSAT KOTA PELAIHARI. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Tujuan penelitian adalah untuk mengetahui gambaran tentang kualitas pelayanan surat tanda nomor kendaraan dalam peningkatan kepuasan masyarakat di kantor samsat kota pelaihari, serta faktor penghambat kualitas pelayanan. Metode penelitian menggunakan pendekatan subjektif dengan jenis penelitian kualitatif. Data di kumpulkan dengan keusioner kepada 50 orang informan, wawancara dan dokumentasi. Sampel di tentukan dengan menggunakan teknik sampel purposif. Analisis data menggunakan model analisa interaktif. Hasil penelitian menunjukkan kualitas pelayanan surat tanda nomor kendaraan dalam kepuasan masyarakat di Kantor Samsat Kota Pelaihari cukup baik jika di pandang dari lima indikator sebagai berikut : bukti fisik, kehandalan, daya tangkap, jaminan, empati. Faktor penghambat kualitas pelayanan surat tanda nomor kendaraan yaitu sumber daya manusia. The purpose of the study was to the service quality of vehicle registration certificates in increasing public satisfaction at the office of samsat Pelaihari as well as the obsstacles founded on providing the services. The research method uses a subjective approach to the type of qualitative research. Data was collected by quetionnaire to 50 people, interviews and documentation. The sample was determined using the purposive sampling technique. Data analysis using interactive analysis model. The results showed that the service quality of vehicle registation certificates in community satisfacyion at the Pelaihari city Samsat office was quite good when viewed from the following five indikators : tangibles, realiability, responsiveness, assurance, emphaty. the inhibiting factors for the quality of service for the vehicle numbersign in human resources.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Kualitas Pelayanan, Surat Tanda Nomor Kendaraan, Samsat Kota Pelaihari. Service quality, vehicle registration certificate, samsat Pelaihari city.
Subjects: H Social Sciences > H Social Sciences (General)
Depositing User: S. AP Muhammad Nauval Muhammad Nauval
Date Deposited: 04 Jan 2023 01:29
Last Modified: 04 Jan 2023 01:29
URI: http://eprints.uniska-bjm.ac.id/id/eprint/13974

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