IRMAWATI, FIFI (2026) ANALISIS SISTEM PELAYANAN UNTUK MENINGKATKAN KESADARAN WAJIB TERA DAN TERA ULANG DI UPT. METROLOGI LEGAL KOTA MALANG. Masters thesis, Institut Teknologi Nasional Malang.
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Abstract
Abstrak Penelitian ini bertujuan untuk menganalisis pengaruh sistem pelayanan terhadap peningkatan kesadaran wajib tera dalam melaksanakan tera dan tera ulang alat ukur, takar, timbang dan perlengkapannya pada UPT. Metrologi Legal Kota Malang. Permasalahan penelitian dilatarbelakangi oleh fluktuasi jumlah wajib tera dan jumlah alat ukur,takar, timbang dan perlengkapannya yang ditera dan tera ulang dalam kurun waktu 2021–2024, meskipun retribusi pelayanan telah dihapuskan sejak tahun 2024. Hal tersebut menunjukkan bahwa faktor biaya bukan satu-satunya penyebab rendahnya kepatuhan terhadap pelayanan tera dan tera ulang, melainkan terdapat aspek sistem pelayanan yang mempengaruhi kesadaran wajib tera. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. Populasi penelitian adalah 1.324 wajib tera yang belum melakukan tera dan tera ulang di empat pasar rakyat Kota Malang, dengan sampel sebanyak 307 responden yang ditentukan menggunakan teknik proportional stratified random sampling. Variabel independen dalam penelitian ini meliputi aksesibilitas, ketersediaan, kualitas, efisiensi, dan efektivitas pelayanan, sedangkan variabel dependen adalah kesadaran wajib tera dan tera ulang. Pengumpulan data dilakukan melalui kuesioner, wawancara, observasi, dan dokumentasi. Analisis data menggunakan uji validitas, uji reliabilitas, analisis deskriptif, uji t (parsial), dan uji F (simultan). Hasil penelitian menunjukkan bahwa seluruh instrumen penelitian valid dan reliabel. Secara deskriptif, variabel aksesibilitas berada pada kategori baik (mean = 3,824), ketersediaan pada kategori cukup baik (mean = 3,188), dan kualitas pada kategori cukup (mean = 3,015). Temuan ini menunjukkan bahwa masih terdapat ruang perbaikan terutama pada aspek aksesibilitas, ketersediaan, kualitas efisiensi dan efektifitas layanan. Secara simultan, sistem pelayanan berpengaruh signifikan terhadap kesadaran wajib tera dan tera ulang. Dengan demikian, peningkatan sistem pelayanan melalui perbaikan akses informasi, optimalisasi sumber daya, peningkatan kompetensi petugas, serta efisiensi dan efektivitas proses pelayanan dapat menjadi strategi untuk meningkatkan kesadaran wajib tera dan tera ulang guna mewujudkan tertib ukur di Kota Malang. Kata Kunci: Sistem Pelayanan, Kualitas Pelayanan, Kesadaran Wajib Tera dan Tera Ulang, Metrologi Legal, SERVQUAL. Abstract This study aims to analyze the effect of the service system on increasing the awareness of mandatory verification (wajib tera dan tera ulang) in conducting verification and re-verification of measuring, weighing, and metrology instruments at the Legal Metrology Unit (UPT) of Malang City. The research problem is motivated by fluctuations in the number of mandatory verification participants and the number of instruments verified/re-verified during the period 2021–2024, despite the elimination of service retribution fees in 2024. This condition indicates that cost is not the sole determinant of compliance; rather, aspects of the service system significantly influence mandatory verification awareness. This research employs a quantitative approach using a survey method. The population consists of 1,324 traders who had not conducted verification or re-verification in four traditional markets in Malang City. A total of 307 respondents were selected using proportional stratified random sampling. The independent variables include accessibility, availability, service quality, efficiency, and effectiveness, while the dependent variable is mandatory verification awareness. Data were collected through questionnaires, interviews, observations, and documentation. Data analysis techniques included validity and reliability testing, descriptive analysis, partial t-tests, and simultaneous F-tests. The results indicate that all research instruments are valid and reliable. Descriptively, accessibility is categorized as good (mean = 3.824) availability as moderately good (mean = 3.188), and service quality as moderate (mean = 3.015). These findings suggest that improvements are particularly needed in accessibility, availability, service quality, efficiency, and effectiveness dimensions. Simultaneously, the service system has a significant effect on mandatory verification awareness. Therefore, enhancing the service system through improved information access, optimization of human resources, strengthening staff competence, and increasing service efficiency and effectiveness can serve as strategic measures to increase mandatory verification awareness and achieve measurement orderliness in Malang City. Keywords: Service System, Service Quality, Mandatory Verification Awareness, Legal Metrology, SERVQUAL.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Keywords: Service System, Service Quality, Mandatory Verification Awareness, Legal Metrology, SERVQUAL. |
| Subjects: | Engineering > Industrial Engineering |
| Divisions: | Program Pasca Sarjana > Teknik Industri S2 > Teknik Industri S2(Tesis) |
| Depositing User: | Fifi Irmawati |
| Date Deposited: | 03 Aug 2026 03:30 |
| Last Modified: | 03 Aug 2026 03:32 |
| URI: | http://eprints.itn.ac.id/id/eprint/16310 |
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