Dimensi Kualitas Pelayanan Satuan Penyelenggara Administrasi SIM (SATPAS) Dalam Mewujudkan Kepuasan Pemohon SIM Di Kabupaten Lumajang

Abstract

In the times, making every company have to compete to improve and spur the appropriate performance in order to move forward and improve the name of a company, especially in public services, one of which is SATPAS, which is the implementing element of the National Police in the community serving the needs of manufacturing and extending SIM. The purpose of this study was to determine the effect of service quality dimensions of the SIM Administration Unit (SATPAS) in realizing the satisfaction of SIM applicants in Lumajang Regency, both partially and simultaneously. This research tests the hypothesis that there is an influence of reliability, responsiveness, assurance, empathy and physical evidence in realizing the satisfaction of SIM applicants in Lumajang Regency. The research method used is a multiple linear regression method. The results showed that the reliability and guarantee variables had no effect in realizing the satisfaction of SIM applicants in Lumajang Regency, responsiveness, empathy and physical evidence variables had an influence in realizing satisfaction of SIM applicants in Lumajang Regency. While simultaneously there are influences on the quality dimension of SATPAS services in realizing satisfaction of SIM applicants in Lumajang Regency with a coefficient of determination (R2) of 0.426, which indicates that 42.6% of SIM applicant satisfaction can be explained by variables of reliability, responsiveness, assurance, empathy and physical evidence while the remaining 57.4% satisfaction of Lumajang Regency SIM applicants is influenced by other variables not examined in this study.