PENGUKURAN KUALITAS PELAYANAN PENERBITAN SKCK DI POLDA SULUT MENGGUNAKAN METODE SERVQUAL

Abstract

SKCK sevices as one of the products of service to the community by the national police are required to be able to provide good service. Espicially because SKCK publishing services are subject to levies which are then included in PNBP (Non-Tax State Revenues) which have increased from the previous Rp. 10,000,- to Rp.30,000, - as of January 6, 2017 in accordance with PP No. 60 of 2016 concerning Non-tax state revenues (PNBP) in the Indonesian National Police (polri). This is the backround of this research, which is measuring the quality of service for issuing SKCK in North Sulawesi Regional Police using the servqual method. This research is a descriptive study using a quantitative approach. The primary data used is taken by judgment sampling technique that is by distributing questionnaires to 100 respondents. Respondents were asked about the expectations and facts felt and accepted by respondents on 22 question items that represented 5 dimensions of service quality, namely Tangible, Reliability, Assurance, Responsiveness, and Empathy. The data obtained is then analyzed using a servqual method or gap analysis. The results of this study indicate that overall service quality at North Sulawesi Regional Police SKCK is in line with the expectations of the applicant community, as evidenced by the servqual total score of positive 0.02. Even though there are still some negative scores in some dimensions. These results are entered into the North Sulawesi Regional Police SKCK leadership  and staff in this case the service and Administration Section, so that overall services have been felt good to continue to be maintained, and those in the service dimensions that are still felt less good must be improved, for the sake of improvement quality of service to the community.

 

Keywords :  Servqual, Service Quality, Community Service, SKCK, SKCK Service