Pengaruh Kualitas Pelayanan Terhadap Kepuasan Masyarakat Dalam Perpanjangan Surat Izin Mengemudi Melalui Aplikasi Digital Korlantas Polri Di Satpas Polrestabes Kota Medan

Abstract

The quality of service on the Indonesian National Police's Digital Traffic Corps (Korlantas Polri) application is expected to provide public satisfaction, particularly in renewing driver's licenses (SIM). However, the public, as recipients of the Digital Traffic Corps (Korlantas Polri) application, has experienced dissatisfaction with the quality of service. Some of the causes include failed e-KTP verification, inability to log in, and failure to receive verification codes. This study aims to determine the effect of service quality on public satisfaction in extending driving licenses through the Digital Korlantas Polri application at the Medan City Police Satpas. This research method uses a quantitative descriptive approach. Data collection was carried out by distributing questionnaires using a simple random sampling technique to 203 users of the Digital Korlantas Polri application in Medan City as research respondents. Validity testing used the product moment technique, questionnaire reliability using the Cronbach Alpha formula, data analysis with the help of the IBM SPSS Statistics 27 program. The results of the study indicate that there is a positive and significant influence between service quality on public satisfaction in extending driving licenses through the Digital Korlantas Polri application at the Medan City Police Satpas, evidenced by the results of the partial significance test (t) of 18.159 and a t-table value of 1.972 with a significance of 0.000> 0.005. service quality variables include direct evidence, reliability, responsiveness, assurance, and empathy which are in the fairly high category of 43.08% with the dimensions of public satisfaction variables including conformity to expectations, interest in returning, willingness to recommend being in the fairly high category as evidenced by the results of respondents' answers from the questionnaire distributed at 54.05%. The R Square determinant test value is 0.621 which indicates the magnitude of the influence of service quality on public satisfaction of 62.1% with the remaining 37.9% influenced by other variables outside this study.