Kualitas Pelayanan Dinas Koperasi dan Usaha Mikro dalam Pengembangan dan Pemberdayaan Pelaku Usaha Mikro Kecil Menengah (UMKM) di Kota Batam

Abstract

This research was conducted to determine the quality of service at the Cooperative and Micro Business Office in the development and empowerment of MSME actors in Batam City. The quality of public services in a public-oriented democratic government is based on public expectations of the services provided. Micro, Small and Medium Enterprises (MSMEs) as one aspect of economic growth that occupies a strategic position to improve the standard of living of the community. Therefore, the role of the government through the Batam City Cooperatives and Micro Enterprises Office is needed in providing quality services that support the development and empowerment of MSME actors. In this study, the theory used as an assessment of the service quality of the Batam City Cooperative and Micro Business Office is a theory from Parasuraman (2001) which says that there are 5 dimensions to measure service quality, namely: 1) Responsiveness, 2) Assurance, 3) Physical evidence (tangibles), 4) Empathy (emphaty), 5) Reliability (reliability). The type of research used in this study is qualitative descriptive. The method of determining informants by means of purposive sampling and snowball sampling for active MSME actors and inactive MSME actors. The results of this study based on the results of interviews, observations, and documentation conducted by researchers at the Batam City Cooperatives and Micro Enterprises Office show that the quality of services provided to business actors needs to be improved on several dimensions, namely: Dimensions of reliability, emphaty, and tangibles which will affect the development and empowerment of MSME actors in Batam City.