Please use this identifier to cite or link to this item: http://repository.uma.ac.id/handle/123456789/9390
Title: Kualitas Pelayanan Publik dalam Pemberian Izin Mendirikan Bangunan (IMB) di Badan Pelayanan Perizinan Terpadu (BPPT) Kota Pematang Siantar
Authors: Silalahi, Andy Frans Leo
Advisor: Ritonga, Syafruddin
Batu Bara, Beby Mashito
Keywords: izin mendirikan bangunan;kualitas pelayanan publik;pelayanan publik;building permit services;quality of public service;public service
Issue Date: 2017
Publisher: Universitas Medan Area
Abstract: This research title is ”Services Building Permit in Achieving Optimal Quality Public Services are held at Integrated Licensing Service Agency Pematang Siantar”. So far, in the minds of the public, that the quality of service Building Permit less bureaucracy and process sounds a bit complicated, and less than optimal. The main problem in this research is how the quality of public services in the granting of building permit in the Integrated Licensing Service Agency Pematang Siantar. The methods of data collection to use in this research were questioner, observation and documentation. The results showed that the quality of public services in the Service Agency of Integrated Licensing Pematang Siantar has been running well although there are still some constraints. This research uses the service quality theory of Zeithaml, Parasuraman and Berry consisting of 5 indicators of service quality that is tangible (physical evidence), reliability, responsiveness, Assurance and Empathy. The survey results obtained from the respondents are tangible (physical evidence) of 51.9% (Pretty Good), Reliability of 77.2% (Good), Responsiveness of 73,4% (Good), Assurance 65,8% (Good), and Empathy of 60,76% (Good). From these indicators can be concluded that the quality of service in the Integrated Licensing Service Agency Pematang siantar included in good category.
Description: Penelitian ini mengangkat judul Pelayanan Izin Mendirikan Bangunan (IMB) dalam Pencapaian Kualitas Pelayanan Publik yang Optimal yang dilaksanakan pada Badan Pelayanan Perizinan Terpadu Pematang Siantar. Selama ini di benak masyarakat, bahwa kualitas pelayanan izin mendirkan bangunan kurang dan proses birokrasinya terkesan rumit, dan kurang optimal. Rumusan masalah penelitian ini adalah bagaimana kualitas pelayanan publik dalam pemberian izin mendirikan bangunan di Badan Pelayanan Perizinan Terpadu Pematang Siantar. Teknik pengumpulan data dengan menggunakan teknik kuesioner, observasi dan dokumentasi. Hasil penelitian menunjukkan bahwa kualitas pelayanan publik di Badan Pelayanan Perizinan Terpadu Pematang Siantar sudah berjalan dengan baik walaupun masih ada beberapa kendala. Penelitian ini menggunakan teori kualitas pelayanan dari Zeithaml, Parasuraman dan Berry yang terdiri dari 5 indikator kualitas pelayanan yaitu tangible (bukti fisik), reliabelity (kehandalan), responsiviness (ketanggapan), Assurance (jaminan) dan Emphaty (Empati). Hasil survei yang didapat dari responden adalah tangible (bukti fisik) sebesar 51,9 % (Cukup Baik), Reliabelity (kehandalan) sebesar 77,2 % (Baik), Responsiviness (ketanggapan) sebesar 73,4 % (Baik), Assurance (jaminan) sebesar 65,8 % (Baik), dan Emphaty (Empati) sebesar 60,76% (Baik). Dari indikator tersebut dapat disimpulkan bahwa kualitas pelayanan di Badan Pelayanan Perizinan Terpadu Pematang Siantar termasuk dalam kategori baik.
URI: http://repository.uma.ac.id/handle/123456789/9390
Appears in Collections:SP - Public Administration

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