Peranan Kualitas Pelayanan terhadap Kepuasan Pengguna Jasa Pada Dinas Perhubungan Sumatera Utara

Abstract

The purpose of this study was to determine the role of service quality at the Department of Transportation of North Sumatera Province on service user satisfaction. The type of research used is descriptive quantitative. The population of this study were all service users of the North Sumatera Province Transportation Service. The sample in this study were service users who had an interest in the licensing section of the North Sumatera Provice Transportation Service as many as 30 people. Based on the results of research on the role of employee service quality at the North Sumatera Provincial Transportation Service in service users, it greatly influences service user loyalty.