Kualitas Pelayanan dalam Pengurusan Perizinan Tanda Daftar Usaha Pariwisata (TDUP) pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kota Pematang Siantar

Date
2023Author
Silitonga, Maria Miranda Afrianti
Advisor(s)
Revida, Erika
Metadata
Show full item recordAbstract
Quality of Service in obtaining permits for Tourism Business
Registration Certificates (TDUP) at the Investment and One-Stop Service Office
of Pematang Siantar City found that there were problems felt by the community,
namely the low quality of service provided when dealing with permits where
guarantees for permit completion times were on time is not realized or relatively
long, this is an obstacle for the community as business actors to start their
business. In addition, problems related to (long) convoluted service systems and
procedures and human resources that tend not to have mastered their fields or
positions have resulted in slow processing of permits. The aim of the study was to
determine the quality of service in obtaining permits for Tourism Business
Registration Certificates (TDUP) at the Investment and One-Stop Services Office
of Pematang Siantar City.
This research method is a type of descriptive qualitative. Data collection
techniques using observation, interviews and documentation. The theory used in
this study is the theory of service quality from Zeithhaml, Parasuraman & Berry
with indicators namely tangible, reliability, responsiveness, assurance and
empathy.
The results of the study show that the quality of service in obtaining
permits for registration of tourism businesses is not maximized. This is evident
from each indicator namely Tangible or physical evidence such as facilities and
infrastructure that still need to be repaired and built including toilet facilities in
the service room and computers that are good and healthy in order to maximize
the online system. Reliability or reliability of employees in providing community
services is not good because they still do not understand their field so that it takes
a long time to obtain a Tourism Business Registration Permit. Responsiveness is
still lacking because many people feel that the response of employees in obtaining
a Tourism Business Registration License seems slow and long-winded. Assurance
or guarantees given by employees regarding the time in the service of obtaining a
Tourism Business Registration Permit are not in accordance with the promised
completion time and finally Empathy or empathy is good, namely employees
prioritize the interests of the requesting community in obtaining a Tourism
Business Registration Permit.
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- Undergraduate Theses [1830]