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

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    Date
    2023
    Author
    Silitonga, Maria Miranda Afrianti
    Advisor(s)
    Revida, Erika
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    Abstract
    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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    https://repositori.usu.ac.id/handle/123456789/90314
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    • Undergraduate Theses [1830]

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    Repositori Institusi Universitas Sumatera Utara (RI-USU)
    Universitas Sumatera Utara | Perpustakaan | Resource Guide | Katalog Perpustakaan
    DSpace software copyright © 2002-2016  DuraSpace
    Contact Us | Send Feedback
    Theme by 
    Atmire NV