KUALITAS PELAYANAN PEMBUATAN SURAT IZIN USAHA PERDAGANGAN DI DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU KOTA PALEMBANG

AKBAR, ACHMAD AL and Nengyanti, Nengyanti and Martina, Martina (2020) KUALITAS PELAYANAN PEMBUATAN SURAT IZIN USAHA PERDAGANGAN DI DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU KOTA PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

Trade is a driver of the world economy. In running a trading business a trade business license is required to make the business have clear legality from the government. This research is motivated by the existence of business actors who do not have a business license, even though there is already a trade business license that is managed by the Palembang City One Stop Integrated Services and Investment Agency. The purpose of this study was to measure the quality of service for making trade business licenses at the Palembang City Investment Service and One Stop Integrated Services. The theory used in this study uses Zeithaml theory with 5 dimensions, namely tangibility, reliability, responsiveness, assurance, empathy. This research uses quantitative methods. This research was conducted using the GAP analysis method. The samples taken were 77 respondents. The results of this study concluded that the service quality of making trade business permits at the Palembang City Investment and One Stop Integrated Services Service was categorized as very good with an assessment score of -0.18. Suggestions that can be given in this research; more service instructions are provided to make it easier for customers, on the online website page it is necessary to add detailed service flow information, and a service contact number is provided. Keywords: Quality, Service, Trading business license, Quantitative, Zeithaml et. Al

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Kualitas Pelayanan, Manajemen Sektor Publik
Subjects:	J Political Science > JF Political institutions (General) > JF1338-2112 Public administration
Divisions:	07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User:	Users 8042 not found.
Date Deposited:	25 Sep 2020 02:11
Last Modified:	25 Sep 2020 02:12
URI:	http://repository.unsri.ac.id/id/eprint/35426

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