Evaluasi Kualitas Pelayanan Perizinan pada Dinas Penanaman Modal dan Pelayanan Perizinan Terpadu Satu Pintu Provinsi Sumatera Utara

Abstract

Permit services still encounter problems and troubles such as insufficien/ Information system and Technology, the absenceof Regional Regularionregarding the guidelines for permit or regulation conduct. inadequate facilities, and infrasrructure, and many complaints related to permit service that can be seen through relevision and inlernet. The research aimsat revealing rhe qualityof permit service in the capital invesrme/11 and one-stop integrated permit service agency in North Sumatera province. This descriptive qualitative research collects data through observation, interview, and documentation. The theory ofSERVQUAL by Zeithaml. Parasuraman , and Berry is applied in this research regarding five dimensions in determining !he quality of service, namely Tangibles (physical evidence). Reliability. Responsiveness. Assurance, and Empathy. The resull indicates thar the dimension of /angibles with the indicator of parking lot facility and rhe ease of obtaini11g permit informario11; and the dimension ofassurance with the indicator of time/i11ess in terms of permit issue still are 11ot as expected by the society. Meanwhile, the dimensions of reliability, responsivenessand empathy meet the expectalion o.fthe society.