HANDAYANI, FENY (2022) ANALISIS KUALITAS PELAYANAN IZIN USAHA PADA DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU (DPMPTSP) KABUPATEN PATI (STUDI PADA IZIN PANGAN INDUSTRI RUMAH TANGGA, IZIN USAHA JASA KONSTRUKSI, IZIN USAHA INDUSTRI, IZIN USAHA PERDAGANGAN, DAN IZIN APOTEK). Undergraduate thesis, UNIVERSITAS DIPONEGORO.

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Abstract

The Office of Investment and One Stop Integrated Services (DPMPTSP) of Pati Regency is the implementing element in Regional Government to support economic growth through business license services. However in the service process, there are problems such as unfulfilled infrastructure facilities, lack of clarityinformation provided, and not optimal handling of complaints and suggestions.The purpose of this study was analyze the quality of business license services at DPMPTSP Pati Regency, and identify inhibiting factors in providing business license services. This study uses a qualitative descriptive method with data collection techniques through interviews, observation and documentation. Based on the research results, in the tangible dimension there are unfulfilled infrastructure and lack of officer discipline.In the reliability dimension, service standards have not been updated and lack of staff capability. In the responsiveness dimension, service officers do not greet the applicant at the beginning of the service and the complaint handling mechanism is less than optimal. In the assurance dimension, timeliness, cost, and legality of licence have been guaranteed. In the empathy dimension, the agency's interest has a higher bargaining position than the applicant's interest and access to services is limited. There are inhibiting factors such as awareness factors, rules, organization, income, competency and service infrastructure factors.It can be concluded that the services provided by DPMPTSP Pati Regency do not have problems that occur in the assurance dimension, but there are problems encountered in the tangible, reliability, responsiveness, and empathy dimensions with the least problems in the industrial business license service. Suggestions that can be given are adding OSS system capacity and updating data, conducting training and providing motivation for service officers, optimizing the complaint handling mechanism and adding infrastructure.

Keywords : Service quality, business license, service process, OSS.

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