The Impact of Competence and Service Quality on Public Satisfaction with Driver’s License Issuance Metro Police Traffic Unit
Keywords:
Competency, Service Quality, Public Satisfaction, SIM IssuanceAbstract
This study investigates the influence of competency and service quality on public satisfaction with the issuance of Driving Licenses (SIM) at Polres Metro. Using a descriptive verifikatif research approach, data were collected from 33 SIM applicants through observation, questionnaires, and documentation. The results, analyzed using multiple linear regression, reveal that both competency and service quality significantly impact public satisfaction, with service quality having a greater effect. The regression equation \[Y = 9.177 + 0.319X1 + 0.466X2 + E\] indicates that a one-unit increase in competency results in a 0.319 unit increase in public satisfaction, while a one-unit increase in service quality leads to a 0.466 unit increase. The simultaneous correlation coefficient of 0.783 demonstrates a strong relationship between these factors and public satisfaction. Additionally, the determination coefficients show that competency and service quality explain 43.0% and 51.8% of the variance in public satisfaction, respectively. The findings suggest that enhancing service quality should be prioritized to improve public satisfaction with SIM issuance services. Future research should explore additional factors influencing public satisfaction and the potential role of technology in service delivery.
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