Husniyyah, Husniyyah (2025) Analisis Kualitas Pelayanan Pembuatan SIM terhadap Kepuasan Pelanggan Menggunakan Metode SERVQUAL dengan Pendekatan Importance Performance Analysis (IPA) dan 5W+1H di SATPAS POLRESTA Malang Kota. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Public service is an important aspect in increasing public trust in the performance of government agencies, one of which is the administrative service for issuing a Driver's License (SIM). This study aims to analyze the quality of SIM issuance services on customer satisfaction at the Malang City Police Headquarters (SATPAS) using the Importance Performance Analysis (IPA) method and the 5W+1H approach. The study was conducted quantitatively and descriptively by distributing questionnaires to 100 respondents. Data were analyzed using the IPA method to determine the level of conformity between expectations and service performance and to map attributes into priority quadrants. Furthermore, attributes with high importance but low performance were further analyzed using the 5W+1H to formulate improvement solutions. The results showed that there was still a gap between expected and actual services, where the attributes that were the main priority for improvement included clarity of information from officers, certainty of service costs, friendly and polite attitudes of officers, and punctuality of service. In addition, the comfort of waiting room facilities was also proven to influence customer satisfaction. Proposed improvements included the development of a more transparent information system, more efficient queuing facilities, enforcement of operational hour discipline, and training programs for officers to improve professionalism and service orientation. With these improvements, it is hoped that the quality of service at the Malang City Police SATPAS can improve overall and be able to create more optimal public satisfaction. Keywords: Service Quality, Importance Performance Analysis (IPA), 5W+1H
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | T Technology > T Technology (General) T Technology > T Technology (General) > T55.4-60.8 Industrial engineering. Management engineering |
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| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Husniyyah | ||||||||
| Date Deposited: | 25 Nov 2025 02:53 | ||||||||
| Last Modified: | 25 Nov 2025 02:54 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/46950 |
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