The Repairment of Motor Vehicle Periodic Test Service Based on the Service Users’ Perception

(Case Study at Tegal Motor Vehicle Periodict Test Unit Pengujian Berkala)

Abstract

This study aims to analyze the service users’ perceptions and expectations of Motor Vehicles Periodic test at Technical Implementation Unit (UPT). The researcher took a case study at Tegal PKB UPT. The observation was conducted on 29 attributes related to the infrastructure, facilities, operational systems, human resources, and environment. In addition, there were some additional questions for each respondent. The purpose of it was to know the vehicle condition and experience in conducting vehicle periodic testing activities elsewhere. The method used in this study was a qualitative model of SERVQUAL service quality measurement developed by Parasurahman et al. Furthermore, it continued with the GAP analysis and Quality Function Deployment (QFD). The Quality Function Deployment (QFD) analysis result of this study produced a picture of UPT Motor Vehicle Periodic Test system in accordance with the users’ perception. That result could be used for the operator as priority reference to improve motor vehicle periodic test service at Technical Implementation Unit (UPT). In addition, the result claimed that the GAP numbers were dominantly negative. The different between the services that had been provided and the service users’ expectation at Tegal Motor Vehicle Test Unit with the average level of inequality (SERVQUAL SCORE) was -0.9292.  Therefore, motor vehicle periodic test regulations system in Indonesia needs to be improved in order tope be connected in across Indonesia and bank. Thus, it will minimize unauthorized charges occurance.