Maharani, Shinta Aurellia (2025) Optimalisasi Pelayanan Program "SIM Cak Bhabin’" di Satpas Colombo Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
In 2022, the Surabaya Metropolitan Police (Polrestabes Surabaya) redeveloped its mobile service innovation through the “SIM Cak Bhabin” program by optimizing the role of Bhabinkamtibmas (Community Police Officers) to facilitate the public in obtaining new driver’s licenses. This program operates 24 practical test points across all districts in Surabaya, including the addition of a new location at the Pantai Ria Kenjeran test site in early 2024. The program results show fluctuating figures in the production of Class C driver’s licenses from 2022 to 2024. However, several challenges were identified, such as limited access to service information, technical disruptions in the E-Avis application, and inadequate supporting facilities affecting public comfort.This study aims to identify and describe the optimization of the “SIM Cak Bhabin” service program at Satpas Colombo Surabaya, focusing on the Pantai Ria Kenjeran practical test site. The research employs a qualitative descriptive method using a case study approach. Informants were selected through purposive sampling, including the Head of the Driver’s License Administration Division at Satpas Colombo Surabaya, Satpas Colombo staff, Bhabinkamtibmas officers at the Pantai Ria Kenjeran test site, on-site Satpas Colombo officers, and driver’s license applicants. Data were collected through observation, interviews, documentation, and audio-visual materials. The findings indicate that the three dimensions of service quality in this program were well-implemented. In terms of interaction quality, officers demonstrated consistent attitudes, behaviors, and competencies. The outcome quality showed that services were delivered as promised, successfully achieving the program’s objectives. Meanwhile, the physical environment quality remains a crucial aspect that requires improvement in terms of facility availability, although information dissemination efforts were found to be excellent. The optimization of service delivery through the active role of Bhabinkamtibmas at the Pantai Ria Kenjeran test site proved effective in supporting the program’s success, as reflected in the results of the Public Satisfaction Index (IKM).
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | J Political Science > JF Political institutions (General) > JF1338-2112 Public administration | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | Shinta Aurellia Maharani | ||||||||
| Date Deposited: | 03 Dec 2025 08:58 | ||||||||
| Last Modified: | 03 Dec 2025 08:58 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/47532 |
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