KUALITAS PELAYANAN SURAT IZIN MENDIRIKAN BANGUNAN (IMB) PADA BADAN PENANAMAN MODAL DAERAH DAN PELAYANAN TERPADU SATU PINTU (BPMD-PTSP) KOTA PAYAKUMBUH

Abstract

Regional Investment Board and One Stop Services (BPMD-PTSP) of
Payakumbuh as places that serve the public, in the service of licensing or nonlicensing
is still getting concern by the public of payakumbuh. Convoluted and
complicated service procedures, the services time often exceeds the provisions,
speed and accuracy in providing services to the public. The aim of this research
was to determine the quality of service and determine the factors that affect the
building license service at the Regional Investment Board and One Stop Services
(BPMD-PTSP) of Payakumbuh.
This research uses the theory by Parasuraman, Zeithhaml, and Leonard
Berry in Harbani Pasolong (2007), which consists of Tangible, Reliability,
responsivenes, Assurance, Empathy. The method used is qualitative research with
data collection technique through interview, observation and documentation.
The results showed that, the quality of building license service at the
Regional Investment Board and One Stop Services (BPMD-PTSP) of Payakumbuh
is not good enough, there are several dimensions such as physical evidence,
reliability, responsiveness, assurance and empathy is not good. From the fifth
dimension is only on the assurance dimension that got good judgment, in this
dimension the service provider has been able to provide assurances that their
employees have skill to take care of the public business, and also have the
knowledge to answer and resolve any questions and complaints. As for the other
four dimensions,the Regional Investment Board and One Stop Services (BPMDPTSP)
of Payakumbuh still not meet the quality that public want.
Key words: quality, service, building license (IMB)