• Widya Haweningrum S1 Ilmu Administrasi Negara, Fakultas Ilmu Sosial dan Hukum, Universitas Negeri Surabaya
  • Fitrotun Niswah S1 Ilmu Administrasi Negara, Fakultas Ilmu Sosial dan Hukum, Universitas Negeri Surabaya
Keywords: Service Quality, One Gate System, Driving License


On January 30, 2018 two years ago, the Gresik Police Traffic Unit created a new innovation, namely the One Gate System service. The background for this service innovation is the number of people opening SIM maker services who have taken advantage of SIM processing in a fast and easy way without any theoretical tests and practical tests. Where in the SIM processing through predetermined procedures, one of them is through theoretical and practical tests. So that this service was created to help the public to make a SIM in accordance with the procedures that have been determined and regulated in Law Number 22 of 2009. This innovation is located directly at the Gresik Police Traffic Unit Office which is located at Jalan Randuagung No.1, Randuagung, Kebomas, Gresik. The purpose of this study was to determine how much the quality of the One Gate System service on SIM management at the Gresik Police Traffic Police.This type of research used in this research is descriptive research with a quantitative approach. The focus of this research consists of five indicators including tangible (physical evidence), reliability, responsiveness, assurance, empathy. Data collection techniques can be done through a questionnaire (questionnaire), observation and documentation. By analyzing using data analysis techniques according to Parasuraman, et. Al (1990) in Kloter (2007: 122), namely data collection by distributing questionnaires to 100 respondents with sampling techniques using purposive sampling and observing and documenting while at the research location in order to support the data obtained.Based on the results of research conducted by researchers in the field, overall the One Gate System Service Quality for SIM Management at the Gresik Police Traffic Police is very good until it reaches a percentage of 86.75% and falls in the 81% - 100% interval in the very good category The percentage of each indicator used is tangible which has a percentage of 82.58%, then reliability has a percentage of 86.75%, the next is responsiveness which has a percentage of 80.83%, the fourth is the assurance percentage of 86.5%, and the last one is emphaty which has a percentage of 84.25%. Of the five indicators that must be maximized in One Gate System services, there are new innovations in online registration.

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