KUALITAS PELAYANAN SURAT IZIN MENDIRIKAN BANGUNAN (IMB) RUMAH TEMPAT TINGGAL
Abstract
Service is one of the government's main tasks, which is to provide services as a manifestation of the general duty of government to realize public welfare. However, in reality, in this service, there are still problems that occur in building permits, such as the industrial land used island that is not suitable for building construction. This study aimed to determine the quality of service for Building Construction Permits (IMB) of residential houses in the One-Stop Service and Integrated Services in Bogor city in West Java. This study uses the theory of service quality from Zeithaml, Parasuraman & Berry, which consists of 5 dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. The research method uses descriptive methods using Quantitative. Observation, interviews, and questionnaires do data collection. The sample in this study was 63 respondents consisting of the community and service officers. The results obtained an average number of 4.27 with outstanding ratings. It means that overall service quality has been excellent. However, there are still some indicators and dimensions whose value is still lacking, namely the responsiveness dimension of service speed indicators and indicators of the accuracy of the issuance of both. Finally, the researcher suggested that there should be improvements in the speed of service and the accuracy of the letters.References
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Helmi, T., Munjin, R. A., & Purnamasari, I. (2016). Kualitas pelayanan publik dalam pembuatan izin trayek oleh dllaj kabupaten bogor. Jurnal GOVERNANSI ISSN 2442-3971, 2(April), 47–59.
Lubis, A. S., & Andayani, N. R. (2017). Pengaruh Kualitas Pelayanan (Service Quality) Terhadap Kepuasan Pelanggan Pt. Sucofindo Batam. Journal of Business Administration, 1(2), 232–243.
Moha, S., & Loindong, S. (2016). Analisis kualitas pelayanan dan fasilitas terhadap kepuasan konsumen pada hotel yuta di kota manado. Jurnal EMBA, 4(1), 575–584.
Nilasari, E., & Istiatin. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Dealer PT. Ramayana Motor Sukoharjo. Jurnal Paradigma, 13(01), 1–12.
Oktariyanda, T. A., Zauhar, S., & Rochmah, S. (2013). Pelayanan izin mendirikan bangunan (IMB) dalam mencapai kualitas pelayanan publik yang optimal. Wacana, ISSN : 1411-0199 E-ISSN : 2338-1884, 16(4), 179–185.
Rahman, G. S., Bekti, H., & Munajat, M. D. E. (2019). Kualitas Pelayanan Izin Mendirikan Bangunan ( IMB ) Di Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu ( DPMPTSP ) Kabupaten Ciamis. Jurnal Manajemen Pelayanan Publik, ISSN : 2580-9970 (Print), ISSN : 2581-1878 (Online), 2(2), 100–106.
Septiany, S. R., Maksudi, B. I., & Purnamasari, I. (2016). Kualitas pelayanan kartu tanda penduduk elektronik di Kecamatan Cisarua Kabupaten Bogor. Siti Rahayu Septiany1, Beddy Iriawan Maksudi2, Irma Purnamasari3, 2(1 (April)), 31–41.
Sinambela L, P. (2006). Reformasi Pelayanan Publik. Jakarta: PT Bumi Aksara.
Suparman, N. (2017). Kualitas pelayanan izin mendirikan bangunan (IMB) pada badan pelayanan perizinan terpadu dan penanaman modal (BPPTPM) kabupaten cianjur provinsi jawa barat. Jurnal Borneo Administrator, 13(1), 41–56.
Tjiptono, F., & Chandra, G. (2011). Service Quality and Satisfaction (edisi 3). Yogyakarta: Andi Offset.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2010). Services Marketing Strategy, in Wiley International Encyclopedia of Marketing: Marketing Strategy. (E. Robert A. Peterson and Roger A. Kerin, Ed.). Chichester, UK: John Wiley & Sons.
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Published
2020-10-27
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resmala, vilia, Hernawan, D., & Purnamasari, I. (2020). KUALITAS PELAYANAN SURAT IZIN MENDIRIKAN BANGUNAN (IMB) RUMAH TEMPAT TINGGAL. ADMINISTRATIE Jurnal Administrasi Publik, 2(2). Retrieved from https://ojs.unida.ac.id/AJAP/article/view/2364
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