Analisis Kepuasan Konsumen Melalui Kualitas Pelayanan Uji KIR di Pengujian Kendaraan Bermotor Tandes Surabaya

Abstrak

This study aims to analyze the effect of service quality on customer satisfaction in the implementation of KIR (periodic vehicle roadworthiness test) at the Motor Vehicle Testing Center (PKB) Tandes, Surabaya. The background of this research is based on the importance of vehicle roadworthiness tests to ensure safety, comfort, and compliance with applicable technical regulations. However, several complaints from consumers regarding service quality, especially in terms of service time, facilities, and the number of inspectors, are still frequently encountered. This research uses a descriptive quantitative method, with data collection techniques through questionnaires. The variables studied include five service quality indicators: reliability, responsiveness, empathy, assurance, and tangible aspects. Data were analyzed descriptively using mean scores for each indicator. The research results show that overall, the service quality at PKB Tandes Surabaya falls into the good category. All service quality indicators have a positive influence on customer satisfaction levels. These findings indicate that the better the service quality provided, the higher the customer satisfaction achieved. Based on these results, it is recommended that PKB Tandes Surabaya improve the reliability aspect, particularly regarding service time, as well as increase facilities and the number of inspectors to enhance the effectiveness of the KIR testing process.