<![CDATA[This study describes the quality of two-wheel driving license (SIM) services at the Bungku Police Traffic Unit. The issues explored relate to long processing times, unclear information, and public experiences indicating that service performance is not yet fully consistent. To assess service quality, the study applies the SERVQUAL framework, which evaluates five key dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The research employs a descriptive qualitative approach through a case study design. Data were collected through interviews, observations, and documentation involving service officers and community members as informants. The findings show that the service facilities are generally adequate, the rooms are clean, and officers maintain a neat appearance, although the office used is still temporary. Service procedures follow established SOPs, data are checked carefully, and officers strive to maintain a steady service flow, despite frequent disruptions caused by network issues. In terms of responsiveness, officers provide clear explanations and assistance, although their response may slow down when the number of applicants increases. The officers’ polite communication and friendly attitude help applicants feel safe and respected. Overall, the driving license service at the Bungku Traffic Unit functions quite well, though performance is not yet consistent across all conditions. Improvements in facilities, clearer information systems, and more stable technical support are needed to create smoother service delivery and better meet public expectations.]]>
