Septikasari, Revi Dwi (2023) Analisis Kualitas Pelayanan Perizinan Berdasarkan Survei Kepuasan Masyarakat Pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kabupaten Sidoarjo Provinsi Jawa Timur. (Analysis The Quality Of Licensing Service Based On Community Satisfaction Surveys At The Investment Service And One Stop Service In Sidoarjo Regency East Java Province). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.
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Abstract
Analysis of the quality of public services is an effort to improve service quality and innovation at each government agency on a regular basis according to the needs and expectations of the community. one of the problems in the Sidoarjo district onestop investment and integrated services service is that there are still complaints from the public who are not satisfied with the quality of services provided. Improving the quality of public services is carried out to build public trust in public service providers in the context of improving people's welfare by making public complaints a means to improve public services. The purpose of this study is to describe and analyze the quality of licensing services at the investment service and integrated one-stop service in Sidoarjo Regency. This research uses quantitative methods through questionnaires, observation, and documentation. By processing data using the formula from Kepmenpan Number 25 of 2004. The results of this study indicate that the quality of licensing services at the investment service and one-stop integrated services in Sidoarjo Regency is in category A, namely very good quality of service so that people who carry out licensing services feel facilitated by existing services. This can be proven by the presence of 9 indicators studied showing that the community satisfaction index interval values above 3.00 are all in very good category A. Regarding the supporting factors for the quality of licensing services at the investment service and one-stop integrated services in Sidoarjo Regency, the requirements are easy to understand and the fees provided when obtaining permits are free, except for arranging building permits. In addition, the inhibiting factor is the time to complete the service which requires quite a long time, even different from the predetermined time, and the handling of complaints, suggestions and input that is not responsive to complaints provided by the public. KETWORD : SERVICE, QUALITY, COMMUNITY SATISFACTION SURVEY, COMMUNITY SATISFACTION INDEX
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Uncontrolled Keywords: | SERVICE, QUALITY, COMMUNITY SATISFACTION SURVEY, COMMUNITY SATISFACTION INDEX |
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Administrasi Publik |
| Depositing User: | 1111900074 Revi Dwi Septikasari |
| Date Deposited: | 07 Sep 2023 02:59 |
| Last Modified: | 07 Sep 2023 02:59 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/23942 |
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