PENINGKATAN KUALITAS PELAYANAN PROGRAM PEMBUATAN SURAT IZIN MENGEMUDI “SIM CAK BHABIN” DI SATPAS COLOMBO SURABAYA

Abstract

This study aims to determine and describe the optimization of the "SIM Cak Bhabin" program service at Satpas Colombo Surabaya, especially at the Pantai Ria Kenjeran practical test point using the service quality dimensions of Brady & Cronin (2001). This study uses a qualitative descriptive method with a case study approach. Data collection techniques through observation, interviews, documentation, and audio-visual. The results of this study indicate (1) the quality of interaction is assessed as very good through the consistency of attitudes, behavior, and competent competencies; (2) the quality of the physical environment, infrastructure and comfort of the place are aspects that need to be improved regarding their availability, for the dissemination of information about the program is assessed as superior through the role of Bhabinkamtibmas; (3) the quality of the results shows that the implementation of both aspects has been in accordance with the promises and objectives of the program and has achieved very good quality standards of results. The conclusion of this study is that the optimization of the SIM "Cak Bhabin" program service through the role of Bhabinkamtibmas has been implemented effectively in accordance with the achievement of the Community Satisfaction Index.