Analisis Kualitas Pelayanan Perizinan Melalui Online Single Submission (OSS) pada Dinas Penanaman Modal dan Pelayanan Perizinan Terpadu Satu Pintu Kota Binjai (Studi Kasus Pelayanan Izin Usaha Jasa Konstruksi (IUJK))

Abstract

Pelaksanaan pelayanan perizinan melalui Online Single Submission (OSS) pada Dinas Penanaman Modal dan Pelayanan Perizinan Terpadu Satu Pintu Kota Binjai masih dapat dikatakan belum memuaskan, dikarenakan masih memiliki permasalahan dalam pelayanan perizinan khususnya pelayanan Izin Usaha Jasa Konstruksi (IUJK). Permasalahan yang sering dihadapi antara lain yaitu penyelesaian Izin Usaha Jasa Konstruksi (IUJK) tidak tepat waktu dan pelaku usaha belum memahami pengoperasian sistem Online Single Submission (OSS), yang berakibat pelayanan perizinan melalui Sistem Online Single Submission (OSS) belum maksimal. Penelitian ini untuk mengetahui kualitas pelayanan perizinan melalui Online Single Submission (OSS) pada Dinas Penanaman Modal dan Pelayanan Perizinan Terpadu Satu Pintu Kota Binjai dan mengetahui faktor penghambat pelaksanaan perizinan melalui Online Single Submission (OSS) pada Dinas Penanaman Modal dan Pelayanan Perizinan Terpadu Satu Pintu Kota Binjai. Metode Penelitian ini menggunakan metode deskriptif dengan pendekatan kualitatif. Hasil Penelitian ini menunjukkan kualitas pelayanan perizinan melalui Online Single Submission (OSS) pada Dinas Penanaman Modal dan Pelayanan Perizinan Terpadu Satu Pintu Kota Binjai yang diteliti dari dimensi kualitas pelayanan yaitu Tangible (berwujud), Reliability (kehandalan), Responsiviness (ketanggapan), Assurance (jaminan), Emphaty (empati) secara keseluruhan dinilai baik tetapi belum optimal. Dinas Penanaman Modal dan Pelayanan Perizinan Terpadu Satu Pintu diharapkan keberadaan tim teknis meletak di Dinas dan Dinas perlu melakukan sosialisasi tentang penggunaan sistem Online Single Submission (OSS) kepada masyarakat, sehingga masyarakat mampu mendaftarkan perizinannya sendiri dan tidak melalui pihak ketiga/calo. The implementation of licensing services through Online Single Submission (OSS) at the Binjai City Investment Service and One Stop Integrated Licensing Service can still be said to be unsatisfactory, because it still has problems in licensing services, especially Construction Services Business Permit (IUJK) services. Problems that are often faced include the completion of the Construction Service Business Permit (IUJK) not on time and business actors do not understand the operation of the Online Single Submission (OSS) system, which results in licensing services through the Online Single Submission System (OSS) not yet maximized. This study is to determine the quality of licensing services through Online Single Submission (OSS) at the Binjai City Investment Service and One Stop Integrated Licensing Service and to find out the inhibiting factors for the implementation of licensing through Online Single Submission (OSS) at the City Investment Service and One Door Integrated Licensing Service. Binjai. This research method uses a descriptive method with a qualitative approach. The results of this study indicate the quality of licensing services through Online Single Submission (OSS) at the Investment and One Stop Integrated Licensing Service of Binjai City which is examined from the dimensions of service quality, namely Tangible, Reliability, Responsiveness, Assurance ( guarantee), Emphaty (empathy) as a whole is considered good but not optimal. The Office of Investment and One Stop Integrated Licensing Service is expected to have a technical team located at the Dinas and Dinas to conduct socialization regarding the use of the Online Single Submission (OSS) system to the public, so that the public is able to register their own permits and not through third parties/brokers.