Electronic Theses and Dissertation

ABSTRAK
Berdasarkan Peraturan Walikota Langsa Nomor 32 Tahun 2018 Tentang Pelimpahan Kewenangan Pelayanan Perizinan dan Non Perizinan pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (DPMPTSP) Kota Langsa Pasal 1 ayat (11) menyatakan bahwa standar pelayanan adalah tolak ukur yang dipergunakan sebagai pedoman penyelenggaraan pelayanan dan acuan penilaian kualitas pelayanan sebagai kewajiban dan janji penyelenggara kepada masyarakat dalam rangka pelayanan yang berkualitas, cepat, mudah, terjangkau dan terukur. Namun realitanya dalam proses pelaksanaan pelayanan perizinan belum terlaksana dengan maksimal, dikarenakan masih adanya ditemukan permasalahan dalam pelayanan yang diberikan. Tujuan dari penelitian ini untuk mengetahui dan menjelaskan kualitas pelayanan perizinan serta faktor penghambat dalam pelayanan perizinan pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kota Langsa. Teori yang digunakan yaitu pelayanan publik, perizinan dan organisasi. Penelitian ini menggunakan metode kualitatif dengan teknik pengumpulan data melalui observasi, wawancara dan dokumentasi. Hasil penelitian menunjukan bahwa pelaksanaan serta pelayanan yang diberikan belum maksimal dilihat dari beberapa indikator kualitas pelayanan yang belum diterapkan sesuai dengan standar pelayanan. Adapun indikator yang belum berjalan sesuai dengan standar pelayanan adalah (1) Jaminan dan Kepastian yaitu tidak adanya kejelasan informasi dan ketepatan waktu penyelesaian. (2) Berwujud yaitu sarana dan prasarana yang belum memadai. (3) Kehandalan yaitu belum ahlinya pegawai dalam menggunakan alat bantu pelayanan. Faktor penghambat dalam pelaksanaan pelayanan perizinan yaitu belum mendukungnya kelengkapan sarana dan prasarana yang berkaitan dengan anggaran. Masih terbatasnya kemampuan dan pengetahuan pegawai dan gangguan jaringan internet serta sistem. Kurangnya sosialisasi kepada masyarakat. Untuk itu diharapkan Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kota Langsa memperhatikan kelengkapan sarana prasarana dengan penambahan dan perawatan, meningkatkan sistem pelayanan online, meningkatkan SDM yang ahli dalam bidang perizinan online, sosialisasi secara merata kepada masyarakat serta pemahaman bagi masyarakat pentingnya memiliki izin usaha.
Kata Kunci: Kualitas, Pelayanan Publik, Perizinan, DPMPTSP, Kota Langsa

ABSTRACT Based on Langsa Mayor Regulation Number 32 of 2018 concerning Delegation of Authority for Licensing and Non-Licensing Services at the One Stop Integrated Services and Investment Service (DPMPTSP) of Langsa City Article 1 paragraph (11) states that service standards are benchmarks used as guidelines for service delivery and a reference for assessing service quality as an obligation and promise of the organizer to the community in the context of quality, fast, easy, affordable and measurable services. However, the reality is that in the process of implementing licensing services, it has not been carried out optimally, because there are still problems found in the services provided. The purpose of this study is to determine and explain the quality of licensing services and the inhibiting factors in licensing services at the Langsa City Investment and One Stop Integrated Service Office. The theory used is public service, licensing and organization. This study uses qualitative methods with data collection techniques through observation, interviews and documentation. The results of the study indicate that the implementation and services provided have not been maximized, seen from several service quality indicators that have not been implemented in accordance with service standards. The indicators that have not been running in accordance with service standards are (1) Guarantee and Certainty, namely the lack of clarity of information and timeliness of completion. (2) Tangible, namely inadequate facilities and infrastructure. (3) Reliability, that is, employees are not yet skilled in using service aids. The inhibiting factor in the implementation of licensing services is the lack of support for the completeness of facilities and infrastructure related to the budget. There are still limited skills and knowledge of employees and disruption of internet networks and systems. Lack of socialization to the community. For this reason, it is hoped that the Langsa City One-Stop Integrated Service and Investment Service will pay attention to the completeness of infrastructure facilities with additions and maintenance, improve the online service system, increase human resources who are experts in the field of online licensing, distribute evenly to the public and understand the importance of having a business license for the community. Keywords: Quality, Public Service, Licensing, DPMPTSP, Langsa City