KUALITAS PELAYANAN IZIN USAHA PERDAGANGAN BERBASIS ONLINE DI DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU KOTA PALEMBANG

OKTARIA, REVITA and Sobri, Kiagus Muhammad and Ermanovida, Ermanovida (2021) KUALITAS PELAYANAN IZIN USAHA PERDAGANGAN BERBASIS ONLINE DI DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU KOTA PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

This research is motivated by the guidance that public services must provide excellent service in every line of service for every community. Therefore, it is important to measure the quality of service so that it becomes a means of evaluation if there are errors or deficiencies in providing services, or a means to continue to maintain the quality of service quality when it is good, including the service quality of online-based trading business licenses in the planting service. one stop capital and integrated services Palembang City. In this study, the servqual theory was used according to Zeithaml et. al. which analyzes through five dimensions, namely Tangible, Reliability, Response / Responsiveness, Assurance, and Empathy. In this study, quantitative methods are used, namely examining a specific population or sample, sampling techniques are generally carried out randomly, data collection using research instruments, quantitative or statistical data analysis with the aim of testing predetermined hypotheses. This study uses a descriptive approach with the aim of describing how good the service quality of the online-based Trade Business Permit (SIUP) issuance in the Capital Services and One Stop Integrated Services Service of Palembang City. The results of this study indicate that the quality of online-based trading business license services in the investment office and one-stop integrated services in Palembang City is good enough, as evidenced by the gap between expectations and reality = 0.3. The results of this study indicate that the dimensions The tangible is in the assessment of the assessment number 0.25 is in the fairly good category, the reliability dimension is in the assessment of the 0.3 assessment is in the fairly good category, the dimension of responsiveness is in the assessment of the 0.32 assessment is in the good enough category, and the guarantee dimension is in the assessment of 0.3 which is categorized as quite good, and the dimension of empathy is in in the assessment, the rating is 0.27 in the quite good category. Keywords : Services, Trade Business License, Dinas Penanaman Modal dan PelayananTerpadu Satu Pintu

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Pelayanan, Surat Izin Usaha Perdagangan, Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu
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:	REVITA OKTARIA
Date Deposited:	05 Nov 2021 03:02
Last Modified:	05 Nov 2021 03:02
URI:	http://repository.unsri.ac.id/id/eprint/57117

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