KUALITAS PELAYANAN SURAT IZIN MENDIRIKAN BANGUNAN (IMB) PADA BADAN PENANAMAN MODAL DAERAH DAN PELAYANAN TERPADU SATU PINTU (BPMD-PTSP) KOTA PAYAKUMBUH
Abstract: Regional Investment
Board and One Stop Services (BPMD-PTSP) of Payakumbuh as places that serve the
public, in the service of licensing or nonlicensing is still getting concern by
the public of payakumbuh. Convoluted and complicated service procedures, the
services time often exceeds the provisions, speed and accuracy in providing
services to the public. The aim of this researchwas to determine the quality of
service and determine the factors that affect the building license service at
the Regional Investment Board and One Stop Services (BPMD-PTSP) of Payakumbuh.
This research uses the theory by Parasuraman, Zeithhaml, and Leonard Berry
in Harbani Pasolong (2007), which consists of Tangible, Reliability, responsivenes,
Assurance, Empathy. The method used is qualitative research with data
collection technique through interview, observation and documentation.
The results showed that, the quality of building license service at theRegional
Investment Board and One Stop Services (BPMD-PTSP) of Payakumbuh is not good
enough, there are several dimensions such as physical evidence, reliability,
responsiveness, assurance and empathy is not good. From the fifth dimension is
only on the assurance dimension that got good judgment, in this dimension the
service provider has been able to provide assurances that their employees have
skill to take care of the public business, and also have the knowledge to
answer and resolve any questions and complaints. As for the other four
dimensions,the Regional Investment Board and One Stop Services (BPMDPTSP) of
Payakumbuh still not meet the quality that public want.
Penulis: Diego Aprilino
Fourteen, Harapan Tua R.F.S
Kode Jurnal: jpadministrasinegaradd160042
