KUALITAS PELAYANAN PENERBITAN IZIN MENDIRIKAN BANGUNAN DI DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU KABUPATEN BANYUASIN

MONALISA, TANIA and Semil, Nurmah and Budiarto, Gatot (2020) KUALITAS PELAYANAN PENERBITAN IZIN MENDIRIKAN BANGUNAN DI DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU KABUPATEN BANYUASIN. Undergraduate thesis, Sriwijaya University.

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Abstract

Penelitian ini berjudul “Kualitas Pelayanan Penerbitan Izin Mendirikan Bangunan Di Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu Kabupaten Banyuasin” dengan latar belakang masyarakat tidak dapat mengakses website Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (DPMPTSP) tidak ada pembaruan terhadap berita atau pengumuman dan pelayanan Izin Mendirikan Bangunan (IMB). IMB adalah singkatan dari Izin Mendirikan Bangunan. Jenis pelayanan yang diberikan Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu ada 49 jenis perizinan. Tujuan penelitian ini adalah untuk mengetahui bagaimana kualitas pelayanan yang dilakukan oleh Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu Kabupaten Banyuasin. Teori yang digunakan dalam penelitian ini adalah teori SERVQUAL oleh Zeithaml, Parasuraman dan Berry yang menyebutkan ada lima dimensi yaitu Tangibles (Bukti Langsung), Reliability (Keandalan), Responsiveness (Daya Tanggap), Assurance (Jaminan) dan Emphaty (Empati). Metode penelitian yang digunakan adalah deskriptif kuantitatif. Teknik pengumpulan data observasi, dokumentasi dan penyebaran kuesioner. Hasil penelitian menunjukkan bahwa kualitas pelayanan Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu Kabupaten Banyuasin secara keseluruhan sudah berjalan dengan baik. Namun ada satu indikator dalam dimensi Emphaty (Empati) dinilai belum baik. Kata Kunci: Kualitas Pelayanan, IMB dan Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu ABSTRACT This research isentitled “Quality of Service Issuance of Building Permit in the Office of Investment and Integrated Services One Door Banyuasin Regency" with the background of the community can not access the website of the Office of Investment and Integrated Services One Door (DPMPTSP) there is no update on news or announcements and services Building Construction Permit (IMB). IMB is an abbreviation of Building Permit. The types of services provided by the Office of Investment and One Stop Services are 49 types of licensing. The purpose of this study was to determine how the quality of services carried out by the Office of Investment and Integrated Services of One Door Banyuasin Regency. The theory used in this study is the SERVQUAL theory by Zeithaml, Parasuraman and Berry which states that there are five dimensions, namely Tangibles (Direct Evidence), Reliability, Responsiveness, Assurance and Empathy. The research method used is quantitative descriptive. Data collection techniques were observation, documentation and questionnaire distribution. The results showed that the service quality of the One-Stop Investment and Integrated Services Office of Banyuasin Regency as a whole was running well. But there is one indicator in the dimension of Emphaty (Empathy) which is considered not good. Keywords: Service Quality, IMB, Investment and Integrated Service One Door Banyuasin Regency

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Kualitas Pelayanan, IMB dan Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu
Subjects: J Political Science > JC Political theory > JC11-605 Political theory. The state. Theories of the state
J Political Science > JF Political institutions (General) > JF1501-1521 Civil service
Divisions: 07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User: Users 9261 not found.
Date Deposited: 22 Dec 2020 01:40
Last Modified: 22 Dec 2020 01:40
URI: http://repository.unsri.ac.id/id/eprint/38854

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