Analisis Kualitas Pelayanan Publik di Dinas Penanaman Modal dan Pelayanan Perizinan Terpadu Satu Pintu Kota Tanjungbalai

Abstract

Today the delivery of public services is still faced with conditions that have not been in accordance with the needs and changes in various areas of life in society, nation, and state. Therefore, it is necessary to conception of public service system that contains values, perception, and behavioral reference that can realize human rights as mandated by the 1945 Constitution of the State of the Republic of Indonesia can be applied so that people obtain services in accordance with the hopes and ideals of national goals. Considering the foregoing, the Government has issued Law Number 25 Year 2009 on Public Service.This study aims to analyze the quality of public services in the Department of Investment and Integrated Licensing One Door City Tanjungbalai and analyze what factors affect the quality of public services in the Department of Investment and Integrated Licensing One Door City Tanjungbalai. The method used is descriptive qualitative, with the researcher's research taken by purposive sampling. In this research, the researcher use the key informant, the main informant, and the additional informant, that is the Head of Service, secretary, Head of field and the community who take care of the permit.The results of this study indicate that the quality of public services at the One Stop Service Office (DPM PPTSP) of Tanjungbalai City viewed from the tangible dimension (reliability), responsiveness (asset responsiveness), assurance ), and emphaty (ability to understand) in general is good enough. The One Stop Service Office (DPM PPTSP) of Tanjungbalai needs to strengthen the simplification and acceleration of licensing services by completing and developing the organizational structure, so that the service functions both at the front office and back office can run well. For that reason, it is necessary to add staff to fulfill the service permit