KUALITAS PELAYANAN PERPANJANGAN SURAT IZIN MENGEMUDI (SIM) MELALUI MOBIL UNIT SIM KELILING PADA SATLANTAS POLRESTA PONTIANAK

This study examined the Quality of the Driver's License (SIM) renewal service provided via the Mobile SIM Unit Car of the Police Traffic Unit (Satlantas) of the Pontianak City Metropolitan Regional Police Department (Polresta), focusing on two service locations: the Mitra Anda Supermarket area and the GOR Pangsuma Traffic Police (Lantas) Post. This study aimed to describe and analyse the service quality according to Tjiptono’s five dimensions of service quality (op. cit. Hardiansyah, 2018:72), specifically Tangibles, Reliability, Responsiveness, Assurance, and Empathy. This study employed a descriptive research method with techniques of data collection through interviews, observation, and documentation from the Head of the Vehicle Registration and Driver Licensing Unit (Kanit Regident), officers, and driver's license applicants. The results of this study revealed that the Mobile SIM Service generally operated fairly well, characterised by personnel competence supported by vocational education and official certification, consistent service procedures, routine evaluation mechanisms through the analysis and evaluation (ANEV), and the responsive and empathetic attitude of officers, including the provision of administrative support services and specialized programs for female applicants. However, several constraints remained, including delays in the arrival of the car unit, inconsistencies in employment status data on driver's licenses due to system limitations, suboptimal waiting area facilities, the absence of formal complaint media, and difficulties faced by elderly applicants when taking web-based psychological tests. Therefore, the researcher suggests improving supporting facilities, providing complaint channels, updating data systems, improving pre-service time management, and strengthening assistance for vulnerable groups, so that the Service Quality of the Mobile SIM Service can operate more optimally.