Analisis Kualitas Pelayanan Publik Pada Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu Kabupaten Siak (Studi Pelayanan Surat Izin Usaha Perdagangan)

Pamungkas, Phinta Tri Sarina (2019) Analisis Kualitas Pelayanan Publik Pada Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu Kabupaten Siak (Studi Pelayanan Surat Izin Usaha Perdagangan). Masters thesis, Universitas Islam Riau.

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Abstract

Quality of service is an assessment of the quality of good or bad service. Service is said to be of quality if the service provided exceeds the expectations of the community and the service meets the needs and expectations of the community. This study aims to analyze how the quality of licensing services, especially in the management of Trading Business Licenses (SIUP) given by the Office of Investment and Integrated Services One Door (DPMPTSP) Siak Regency. Service Quality Theory according to Parasuraman, namely the community's assessment of the physical appearance of buildings, equipment, employees, and other facilities owned by the organization with indicators, Physical Evidence (Tangible), Reliability (Reliabillity), Responsiveness (Responsiviness), Empathy (Empathy) ), Assurance (Assurance). This research is descriptive qualitative. The informants of this study were 17 (seventeen) Officers / Staff in the Office of Investment and Integrated Services of the One Gate of Siak Regency and the People who took care of SIUP licensing. Data analysis techniques using triangulation techniques. In general, the results of the study are based on service quality indicators namely Physical Evidence (Tangible), Reliability (Reliability), Responsiveness (Responsiviness), Empathy (Empathy) and Assurance (Assurance) that, Analysis of the quality of licensing services in the Office of Investment and Integrated Services Office Satu Pintu Siak Regency The success of online licensing services using the Online Single Submission / OSS system is already "good". Factors that hinder the licensing service at the Office of Investment and Integrated Services of the One Door District of Siak District include those seen from business actors, there are still those who do not understand how the Online Single Submission / OSS system occurs, many of which occur that the applicant does not have email, so it must be made in advance by the service officer and must re-check the applicant's data from the beginning, because this email serves to receive notifications and the terms of the management of the permit and the internet network that has not been evenly distributed in several parts of Siak Regency, so that there are still people who take care of licensing manually.

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