Analisis Tingkat Kepuasan Masyarakat terhadap Penerapan Blue Sistem pada Pelayanan Pengujian Kendaraan Bermotor di Kota Denpasar

Abstract

This study was conducted with the aim of evaluating the level of public satisfaction with the implementation of the vehicle test book public service by obtaining Evidence of Passing the Electronic Test as a substitute for the vehicle test book at the motor vehicle testing, Denpasar City transportation service. There are two variables used, namely the level of conformity of service expectations and the level of conformity of service performance. The servqual dimension used to assess customer satisfaction consists of tangible (tangible), reliability (reliability), responsiveness (responsiveness), assurance (certainty), and empathy (empathy). The results showed the average satisfaction of tangible dimensions (86.86), reliability (81.62), responsiveness (85.94), assurance (82.17), and empathy (86.73). The comparison between the level of conformity of expectations with the suitability of performance is 84.66 points which can be interpreted as "appropriate". In general, it can be concluded that the community is satisfied with the conformity of expectations and performance of BLUE services applied at the motor vehicle testing of the Denpasar city transportation service.