Analisis Kualitas Pelayanan dalam Pembuatan Nomor Induk Berusaha (NIB) pada Sektor Perdagangan di Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kota Medan

Abstract

Service quality is an assessment of the good or bad quality of a service. Service is said to be of quality if the service provided exceeds what the community expects and the service meets the community's needs and expectations. This research aims to analyze the quality of licensing services, especially in processing Business Identification Numbers (NIB) provided by the Medan City Investment and One-Stop Integrated Services Service. The research method used is a descriptive research method with a qualitative approach. Data collection techniques were carried out by means of interviews, observation and documentation. The research location is the Medan City Investment and One Stop Integrated Services Service. The informants in this research were the Department Secretary, Head of the Business Licensing Section, staff from the NIB manufacturing operator section, and the community. The data obtained was then analyzed qualitatively by reviewing all the data that had been collected and supported by the results of interviews using the Zeithaml service quality indicator approach (Hardiyansyah, 2018:62), which stated that service quality is measured through Physical Evidence (Tangibles), Reliability, Responsiveness, Assurance, and Empathy. The results of this research indicate that the Medan City Investment and One-Stop Integrated Services Department already has clear procedures, complete service facilities and adequate human resources. Even though the income from making Business Identification Numbers (NIB) has reached the maximum level, the quality of service is not completely satisfactory, especially from the perspective of the public's response to the NIB making process. This can be seen from the attitude of service officers who still seem indifferent and unfriendly in serving the community, and are still having problems with the network in the NIB creation process. These findings can be the basis for improving the attitudes of service personnel such as providing interpersonal skills training, while for network-related obstacles, it is necessary to improve technological infrastructure to increase applicant satisfaction in receiving NIB creation services.