出版社：Sekolah Tinggi Ilmu Ekonomi Indonesia Surabaya
摘要：The purpose of this research was a). identify and analyze the quality of services provided by the District Traffic Unit Jombang optimally in accordance with the desire and the satisfaction of the applicant's driver's license. b). identify and analyze the factors of service quality processes are prioritized by importance and satisfaction SIM (driving license) seekers. The results of this research are nine (9). The attributes that are considered important and are able to make public satisfied SIM (driving license) seekers dan SIM (driving license) important to note that these attributes Satlantas(Traffic Police Unit) administrators. These attributes are service creation form SIM, physical health testing services, practice test materials include traffic signs , knowledge about the terms of the displacement path, the availability of panel boards to automatically determine the graduation rate in each phase of the practice exams, availability of vehicles for testing and mental health testing services, knowledge of traffic signs and terrain variations practice tests.Based on the analysis of the technical response relation matrix contribution, the greater the influence of the technical response to the performance of customer satisfaction, it is increasingly important technical response is to be implemented as well as possible. The value can be created order or ratings of technical responses ranging from the highest to the lowest.
