Vehicle Registration Online Service at The One-Stop Administration Services Office of South Surabaya

Abstract

This study aims to determine the quality of service at the Joint Office of SouthSurabaya Samsat. This is due the service at Samsat Joint Office is currentlyimplementing the STNK Online service. Where online vehicle registration servicesshould be faster and able to accommodate the problems of conventional vehicleregistration services. Besides that with great quality service, it means the customerwould feel satisfied. The theory used according to Zeithhalm, Parasurman and Berrythrough 5 service quality criteria. Namely Tangibles, Reliability, Responsiveness,Assurance and Empathy. This research uses descriptive qualitative research. Byconducting interviews and field observations. The results showed that the quality ofservice at the Samsat Surabaya Joint Office was still of poor quality. This can be seenfrom the lack of reliability and empathy done by the employees in the SamsatSurabaya Joint Office. This is because the service duration is often not in accordancewith the standard so that the quality of service lacks reliability. In addition, employeesat the Samsat Joint Office lack communication with the applicants. So the applicantsfeel a lack of empathy from the employees. Whereas tangibles, responsiveness andassurance have been carried out well by employees at the SAMSAT Surabaya JointOffice. Services between counters are very close together so that it is easier for theapplicant to access services. Then the employees at the SAMSAT Joint Office havegiven the applicant confidence by checking the correct file requirements so as toprovide guarantees to the applicant regarding the truth of the file. Thus, the quality ofemployee services still needs to be improved, especially the online vehicle registrationservice. This improvement can be done through excellent service evaluation andtraining.