ANALISIS INDEKS KEPUASAN MASYARAKAT TERHADAP KUALITAS PELAYANAN PUBLIK DI UNIT PENGUJIAN KENDARAAN BERMOTOR DINAS PERHUBUNGAN KABUPATEN MAROS

Harda Mustika 2020, Analysis of The Public Satisfaction Index with Quality of Public Services in Vehicle Testing Unit of Maros Transportation Service (supervised by Dr.
Maryadi, SE., MM and Dr. Muhammad Idris, SE.,M.Si) .
This study aims to determine the level of public satisfaction of public services in the Vehicle Testing Unit of Maros Transportation Service through IKM Conversion Value based on the Regulation of the Minister of Administrative Reform and Bureaucratic Reform No. 14 of 2017 About Guidelines for Arrangement of Public Satisfaction Survey Organizer Unit Public Service.
This research using a design or descriptive quantitative research design that is mixed between qualitative with quantitative to measure public satisfaction towards Vehicle
Testing Unit of Maros Transportation Service. Samples taken by accidental sampling with a sample of 250 respondents using the Public Satisfaction Index (HPI).
The results showed that the overall performance quality of service to the Vehicle Testing Unit of Maros Transportation Service. Service users can be categorized C with the
acquisition of community satisfaction index of 67,5 is within the interval from 65,0 to 76,6 so it can be concluded that the service quality at Vehicle Testing Unit of Maros
Transportation Service is NOT GOOD service based on the calculation method used Customer Satisfaction Index by Cartesius diagram. Out of the 9 indicators being measured there are three performance indicators are not good, there are faciities and infrastructure, officer’s behavior and the costs/prices.
This research was conducted to answer two main problems, namely the measurement of service quality to the Vehicle Testing Unit of Maros Transportation Service using HPI
and dimensions of HPI that inhibits people's satisfaction with services of Vehicle Testing Unit of Maros Transportation Service.