Analisis Pelayanan Publik dalam Pembuatan Surat Ijin Mengemudi (SIM C) di Kantor Satlantas Polres Batu Bara

Abstract

Public services can be said to be effective if the public gets easy services by implementing procedures that are short, fast, precise and satisfying. The success of improving public services can be determined by looking at the government's ability to carry out the process of providing public services. This thesis research aims to describe and analyze public services in making SIM C at the Batubara Police Traffic Unit Office. This research is entitled "Analysis of Public Services in Making Driving Licenses (SIM C) at the Batu Bara Police Traffic Unit Office". This research aims to determine and analyze public services in making driving licenses (SIM C) at the Batu Bara Police Traffic Unit Office so that quality public services can be achieved. The research uses a type of qualitative descriptive research, namely research that aims to describe and describe events and phenomena that occur in the field and present data systematically, factually and accurately regarding facts or phenomena that occur in the field. Data collection techniques were carried out by means of interviews, observation and documentation carried out at the Batubara Police Traffic Unit Office. The data obtained was then analyzed qualitatively by reviewing all the data collected, which was supported by the theoretical approach put forward by Fitzsimons that the quality of public services is measured by indicators of Tangibility, Reability, Responsiveness, Assurance and Emphaty. Through this research, it can be seen that public services in making SIM C at the Batubara Police Traffic Unit Office are still not fully implemented properly. There are still several shortcomings in the service delivery carried out by officers seen from the service indicators applied. The indicators that have not been implemented well include: First, the stages of the SIM C creation process that are not implemented well, such as the theory exam which is not always carried out. Second, SIM C administration fees are still not in accordance with the administration fees that have been set. Apart from that, various inhibiting factors such as the number of officers working are insufficient and the facilities and infrastructure for officers in providing services are still lacking, causing the services provided to be still unsatisfactory. Therefore, it is necessary to make improvements in order to improve the services that will be provided to the community.