ABSTRAK

Muhammad Kardi, 1610411210018. Kualitas Pelayanan Izin Mendirikan Bangunan di Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu. Dibawah Bimbingan Ibu Widyakanti.

           Penelitian ini mengangkat judul Kualitas Pelayanan Izin Mendirikan Bangunan di Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu. Selama ini pihak-pihak yang hendak mendirikan bangunan pada prakteknya banyak masyarakat yang membuat bangunannya terlebih dahulu, untuk mengurus surat izinnya terakhiran. Pelayanan di DPMPTSP belum dapat melaksanakan pelayanan yang cepat, tepat, dan tuntas dikarenakan petugas pelayanan yang masih terhambat dalam memahami permasalah tekhnis di instansi PERKIMTAN dan lamanya proses dikarenakan petugas DPMPTSP harus melakukan koordinasi secara langsung dengan dinas tekhnis PERKIMTAN yang memberikan rekomendasi penerbitan IMB.

           Jenis penelitian yang dilakukan yaitu kualitatif dengan pendekatan tipe deskriptif. Informanya kepala DPMPTSP, Petugas DPMPTSP, Pertugas PERKIMTAN, dan Masyarakat yang melakukan penerbitan IMB. Teknis pengumpulan data dengan menggunakan teknik wawancara, observasi dan dokumentasi. Analisis data yang dilakukan adalah analisis kualitatif dengan pendekatan secara deskriptif.

           Berdasarkan hasil penelitian, maka ditarik kesimpulan bahwa kualitas pelayanan Izin Mendirikan Bangunan pada Badan Penanaman Modal dan Pelayanan Perizinan Terpadu Satu Pintu, sudah berjalan cukup baik. Dalam Penerapan model SERVQUAL (Service Quality) yang dikembangkan oleh Parasuraman, Zeithaml, dan Berry pada Pelayanan  banyak di jadikan sebagai acuan dalam riset penelitian terdapat lima dimensi. Dalam Tangibles aspek yaitu ruang tunggu dan area parkir. Reliability kemampuan aparatdalam memberikan informasi. Responsveness daya tanggap pertugas membantu masyarakat. Assurance kemampuan aparat dalam memberikan keamanan. Emphaty  memberikan secara adil tidak melakukan diskriminatif.

           Saran penelitian ada 2 yaitu, Pertama pada aspek responsiveness, Pemerintah Daerah kabupaten tanah bumbu perlu menciptakan koordinas antara DPMPTSP dan dinas PERKIMTAN lebih baik. Kedua Situs internet harus diperbaiki secepat mungking agar masyarakat dapat informasi dari internet saja tidak perlu lagi ke kantor DPMPTSP.

Kata Kunci :  Izin Mendirikan Bangunan, Kualitas Pelayanan, Pelayanan Publik

ABSTRACT

Muhammad Kardi, 1610411210018. Service Quality for Building Construction Permits at the Investment Service and One-Stop Integrated Services. Under the guidance of Mrs. Widyakanti.

           This research raises the title Quality of Building Construction Permit Services at the Investment Service and One-Stop Integrated Services. So far, in practice, many people who want to build a building make the building first, to take care of the final permit. Services at DPMPTSP have not been able to carry out fast, precise, and complete services because service officers are still hampered in understanding technical problems in the PERKIMTAN agency and the length of the process because DPMPTSP officers have to coordinate directly with the PERKIMTAN technical office which provides recommendations for issuing IMB.

           This type of research is qualitative with a descriptive type approach. The information was the head of DPMPTSP, DPMPTSP officers, PERKIMTAN officials, and the community who issued the IMB. Data collection techniques using interview techniques, observation and documentation. The data analysis used is qualitative analysis with a descriptive approach.

           Based on the research results, it is concluded that the service quality of building construction permits at the Investment Board and the One Stop Integrated Licensing Service has been running quite well. In the application of the SERVQUAL (Service Quality) model developed by Parasuraman, Zeithaml, and Berry for services, many are used as references in research research, there are five dimensions. In Tangibles, the aspects are waiting room and parking area. Reliability the ability of the apparatus in providing information. Responveness responsiveness to help the community. Assurance of the ability of the officers to provide security. Emphaty provides fair and non-discriminatory.

           There are 2 suggestions for research, namely, First, on the responsiveness aspect, the regional government of Tanah spice district needs to create better coordination between DPMPTSP and the PERKIMTAN office. Secondly, the internet site must be repaired as soon as possible so that the public can get information from the internet alone and no longer need to go to the DPMPTSP office.

Keywords: Building Construction Permit, Service Quality, Public Service