PUBLIC SATISFACTION WITH THE SERVICE PROGRAM FOR THE SECOND ELIMINATION OF MOTOR VEHICLE TITLE TRANSFER FEES (BBNKB II) AT THE SIMALUNGUN SAMSAT IN 2025
DOI:
https://doi.org/10.53806/ijcss.v7i1.1283Keywords:
BBNKB II Elimination, Public Satisfaction, Public Service, Simalungun SamsatAbstract
In Simalungun Regency, this policy is implemented through the One-Stop Integrated Administrative System (SAMSAT). However, the success of this policy is not determined solely by the elimination of fees, but also by the quality of services and the capacity of the service system to meet public expectations. Therefore, this study aims to analyze the level of public satisfaction and to identify the factors that hinder public satisfaction with the BBNKB II Elimination Program at the Simalungun Samsat in 2025. This study employs a qualitative descriptive approach, with data collection techniques including in-depth interviews, field observations, and documentation. The research informants consist of Samsat officers and members of the public who use the BBNKB II elimination service. Data analysis was conducted using the interactive model of Miles and Huberman through the stages of data reduction, data display, and conclusion drawing. The measurement of public satisfaction was analyzed based on the five dimensions of service quality (SERVQUAL), namely tangibles, reliability, responsiveness, assurance, and empathy. The results show that the level of public satisfaction with the BBNKB II Elimination Program at the Simalungun Samsat is still not optimal. These findings indicate that although the BBNKB II elimination policy provides economic benefits to the community, suboptimal service quality remains the main obstacle to increasing public satisfaction. Therefore, improving the service system, upgrading facilities, and strengthening the competence and attitudes of officers are essential steps to enhance the effectiveness of this policy in the future
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