Pengaruh Kualitas Pelayanan Perizinan Berusaha Berbasis Risiko terhadap Kepuasan Pengusaha di Dinas Penanaman Modal dan Pelayanan Perizinan Terpadu Satu Pintu Kabupaten Nias

Abstract

The government's efforts to provide business licensing services have not been able to satisfy entrepreneurs, complaints about the services provided indicate dissatisfaction with entrepreneurs. Therefore, this study aims to determine the quality of business licensing services based on risk and entrepreneur satisfaction as well as to analyze the effect of business licensing service quality on entrepreneur satisfaction in the One Stop Investment and Services Agency (DPMPTSP) Nias Regency. The research method used in this research is associative/quantitative. The data collection technique was carried out by distributing questionnaires to the community as entrepreneurs who had arranged business permits at the PM-PTSP Office of Nias Regency. The data obtained in this study were obtained through a questionnaire which is data on businessmen's perceptions of service quality and satisfaction at the PM-PTSP Office of Nias Regency. Data were analyzed using SmartPLS 4 (Partial Least Square) software. The sample of this research is 95 respondents. The results showed that the most influential indicator in this study was reliability with an outerloading value of 0.891. Through hypothesis testing, it was found that the t-statistic value was 71.039 and the t-table value was 1.66. This shows that the variable quality of licensing services tries to have a positive effect on entrepreneur satisfaction because in this case the value of the t-statistic > t-table. The significance value of 0.000 <0.05 indicates that the service quality variable has a significant effect. Thus, the hypothesis in this study is accepted, namely Ha: there is a significant effect of the quality of business licensing services on entrepreneur satisfaction at the Investment and One Stop Services Office of Nias Regency and H0 is rejected. The R-square value obtained was 0.846. This shows that the influence of the variable quality of business licensing services on entrepreneur satisfaction is 84.6% and the remaining 15.4% is the influence of other variables not examined in this study.