PENERAPAN PELAYANAN PRIMA UJI KIR (KENDARAAN BERMOTOR) DRIVE THRU PADA DINAS PERHUBUNGAN, KOMUNIKASI, DAN INFORMATIKA KOTA SEMARANG

Abstract

Dishubkominfo Semarang City has started to organize and implement the operation of the Motor Vehicle Test service counter with a drive thru system at the Semarang City Motor Vehicle Testing Service Unit (PKB). The purpose of this study was to determine the application of excellent service for the KIR test with a drive thru system at the Dishubkominfo Semarang. The research method used is a qualitative research method with interview techniques, observation, documents, and satisfaction studies. The results of the study indicate that the application of innovation in service excellence in the drive thru KIR test at the Communication and Information Agency of Semarang City is based on indicators of tangibles, reliability, responsiveness, assurance, and empathy. The KIR test in Semarang City uses robotic headlight tester technology and registration can be done online, making it easier for administrative officers to check data on vehicle owners and vehicle drivers to get services more effectively and efficiently. There are inhibiting factors in the implementation of the KIR test, namely human resources that are still lacking, land that is not large enough, testing equipment is still damaged, and technical testing is still constrained. While the driving factor is the motivation given by the leadership of the Dishubkominfo Semarang City can improve the quality of the performance of the officers, so that it will increase customer satisfaction.