Electronic Theses and Dissertation

Tingginya angka kecelakaan akibat malfungsi teknis kendaraan menuntut adanya kualitas pelayanan pengujian kendaraan bermotor (pkb) yang prima. penelitian ini bertujuan untuk mengevaluasi kinerja pelayanan eksisting berdasarkan permenhub no. 19 tahun 2021 dan menganalisis prioritas pengembangan fasilitas tambahan dalam rangka menuju status badan layanan umum daerah (blud) pada uptd pkb kota banda aceh. metode yang digunakan adalah integrasi model kano untuk mengklasifikasikan ekspektasi 189 pengguna jasa (voice of customer), dan analytical hierarchy process (ahp) untuk menentukan skala prioritas manajerial berdasarkan penilaian 6 pakar (voice of management). hasil evaluasi kano menunjukkan seluruh fasilitas eksisting dan rencana pengembangan direspons positif pada kategori attractive dan one-dimensional. namun, terdapat polarisasi preferensi antara pengguna dan manajemen pada usulan fasilitas baru. masyarakat menilai usulan fasilitas bengkel ringan sebagai kebutuhan kinerja utama (one-dimensional), sedangkan pakar menempatkannya pada prioritas terakhir (bobot 17,48%) akibat tingginya kendala biaya investasi, ketiadaan sumber daya mekanik, dan risiko pencemaran limbah b3. berdasarkan hasil pembobotan ahp, inovasi sistem booking online ditetapkan sebagai prioritas utama (30,31%) karena efisiensi lahan dan terbebas dari risiko lingkungan, disusul oleh fasilitas kantin/warkop (28,71%), dan fasilitas doorsmeer (23,51%). kesimpulan penelitian ini merekomendasikan dinas perhubungan untuk menerapkan strategi bertahap (phasing strategy). pada sasaran jangka pendek, implementasi sistem booking online dan kantin perlu diprioritaskan demi efisiensi operasional, sementara infrastruktur fisik berat diarahkan pada fase jangka panjang melalui skema kemitraan.

The high number of traffic accidents caused by technical vehicle malfunctions demands excellent service quality in Motor Vehicle Testing (PKB). This study aims to evaluate the existing service performance based on the Minister of Transportation Regulation No. 19 of 2021 and analyze the priority for developing additional facilities to achieve the Regional Public Service Agency (BLUD) status at UPTD PKB Banda Aceh. The method used is the integration of the Kano Model to classify the expectations of 189 service users (Voice of Customer), and the Analytical Hierarchy Process (AHP) to determine managerial priority scales based on the assessment of 6 experts (Voice of Management). The Kano evaluation results show that all existing facilities and development plans received positive responses in the Attractive and One-Dimensional categories. However, there is a polarization of preferences between users and management regarding the proposed new facilities. The public considers the Light Workshop Facility as a primary performance need (One-Dimensional), whereas the experts place it at the lowest priority (weight 17.48%) due to high investment cost constraints, lack of mechanical human resources, and the risk of hazardous waste (B3) pollution. Based on the AHP weighting results, the Online Booking System innovation is determined as the top priority (30.31%) due to land efficiency and being free from environmental risks, followed by the Canteen/Coffee Shop Facility (28.71%), and the Car Wash/Doorsmeer Facility (23.51%). The conclusion of this study recommends the Department of Transportation to implement a phasing strategy. For short-term targets, the implementation of the Online Booking System and Canteen needs to be prioritized for operational efficiency, while heavy physical infrastructure is directed towards the long-term phase through a partnership scheme.