KUALITAS PELAYANAN PENGUJIAN KENDARAAN BERMOTOR DI KANTOR PERHUBUNGAN DAN PARIWISATA KABUPATEN KUDUS

Abstract

In connection with the development of government ability for the realization of region autonomy so in the year 2005 The Communication and Tourism office of Kudus Regency has to be able to give first — rate service that is the service which is in accordance with the standard of service quality that influences some criteria ; Reliability, Responsiveness, Competence, Acces, Courtesy, Communication, Credibility, Security, Understanding the Customer, and Appearance Presentation. The government has carried out much effort to increase the quality of service for societies and The Government has issued The Presidential Directive Number 1/year 1995 about the improvement of service quality of state apparatus to societies and the Decree of State Minister for making efficient use of the state apparatus number 81 year 1993 about the guidance of public service management as the government's effort increase the quality of service. The realization of the service of motorized vehicle testing at The Communication and Tourism office shows that the quality of service is low because the amount of accident is still high, the damage of vehicle increases, the collection of test fee exceeds the stipulation, time for test is relatively long and the target of retribution cannot be reached. From the set of problem above, it can be done a research with the aim for knowing the ten dimension of quality of service which is relatively important, knowing the social — economy background and for knowing the low service quality. The scoring of the order of service quality dimension show that the dimensions which have lowest scores are the very important dimensions is determining the quality of service. The dimension in determining the quality of service. The dimensions are : Reliability that scores 98, Communication scores 106, and Courtesy scores 114. But the dimensions which have the highest score are unimportant dimensions in determining the quality of service. They are Acces that scores 182, Understanding the curtomer scores 161, and Responsiveness scores 155. Based on the analysis result, it can be seen that the economic background influences the quality of service with correlation as follows : for another educational background 48% of those people say that Reliability is very important, Communication is important 68%, and Courtesy is important 47%. For job degree : 70% of the people say that Reliability is very important, Communication is important 60%, and Courtesy is important 4%. The condition of the ownership of vehicle degree : Reliability is very important 68% and Courtesy is important 45%. The income degree : Reliability is very important 70%, Communication is important 67%, and Courtesy is important 47%. The frequency of vehicletest : Reliability is very important 68%, Communication is important 68%, and Courtesy is important 46%. The official who gives service wants to finish the vehicle test on time but in actual practice there are still many obstacles that can hamper the completion process, e.g: Human Resources, the condition of vehicle and the limitation of test equipment which haven't fulfilled the terms. Based on the facts above we know that the quality of service is still low. Dalam rangka pengembangan kemampuan pemerintahan menuju terciptanya Otonomi Daerah, maka pada tahun 2005 Kantor Perhubungan dan Pariwisata Kabupaten Kudus harus mampu memberikan pelayanan prima yaitu pelayanan yang sesuai dengan standar kualitas pelayanan yang memenuhi kriteria Reliability, Responsiveness, Competence, Acces, Courtesy, Communication, Credibility, Security, Understanding The Customer and Apperance Presentation. Pemerintah telah melakukan berbagai upaya untuk meningkatkan mutu pelayanan pada masyarakat, salah satunya dengan dikeluarkannya INPRES No. 1 Tahun 1995 tentang perbaikan peningkatan mutu pelayanan aparatur pemerintah kepada masyarakat dan Keputusan Menteri Pendayagunaan Aparatur Negara No. 81 Tahun 1993 tentang pedoman tata laksana pelayanan umum. Namun didalam pelaksanaan pelayanan pengujian kendaraan bermotor pada Kantor Perhubungan dan Pariwisata, menunjukkan rendahnya kualitas pelayanan dengan ditandai masih tingginya jumlah kecelakaan yang menelan banyak korban, meningkatnya kerusakan kendaraan di jalan raya, polusi kendaraan dan pungutan biaya uji yang melebihi ketentuan dan waktu uji relatif lama. Kemudian tidak kalah pentingnya tidak tercapainya target retribusi, sehingga penulis mengadakan penelitian mengenai faktor penyebab rendahnya kualitas pelayanan yang dilaksanakan Kantor Perhubungan dan Pariwisata Kabupaten Kudus. Tujuan penelitian ini adalah untuk mengetahui beberapa dimensi pelayanan yang secara relatif penting diantara berbagai dimensi kualitas pelayanan, untuk mengetahui latar belakang sosial ekonomi dan untuk mengetahui penyebab rendahnya kualitas pelayanan. Sedangkan tehnik pengambilan sample dilakukan dengan menggunakan sampling frame, sampling size dan sampling technique random, kemudian populasi adalah seluruh pelanggan uji kendaraan bermotor dan beberapa petugas pelayanan uji kendaraan. Dad hasil analisis menunjukkan bahwa faktor yang mempengaruhi pemilihan dimensi kualitas pelayanan adalah faktor sosial ekonomi pelanggan, petugas pelayanan, ketersediaan prasarana alat uji dan mekanisme pengujian. Sehingga perlu diupayakan peningkatan dan perbaikan faktor-faktor tersebut di atas secara komprehensif agar diperoleh optimalisasi kualitas pelayanan pada pengujian kendaraan bermotor.