Electronic Theses and Dissertation

Persetujuan Bangunan Gedung (PBG) bertujuan untuk memudahkan proses perizinan, namun tidak diimbangi dengan pemahaman yang memadai dari masyarakat. Akibatnya, masih banyak bangunan gedung di Kota Banda Aceh yang dibangun tanpa PBG, sehingga menciptakan potensi risiko terhadap keamanan dan kesejahteraan masyarakat. Penelitian ini mempunyai 3 tujuan utama. Tujuan pertama adalah untuk mengetahui tingkat pemahaman masyarakat Kota Banda Aceh terhadap PBG. Tujuan kedua adalah untuk mengetahui kualitas pelayanan PBG berdasarkan tingkat kepentingan dan kepuasan masyarakat Kota Banda Aceh. Tujuan ketiga adalah untuk mengetahui nilai indeks kepuasan masyarakat Kota Banda Aceh terhadap kualitas pelayanan PBG. Penelitian ini menggunakan pendekatan metode kuantitatif melalui penyebaran kuesioner. Sampel masyarakat selaku pemilik bangunan gedung yang belum memiliki PBG sebanyak 100 jiwa dan yang telah memiliki PBG sebanyak 65 jiwa. Teknik sampling masyarakat Kota Banda Aceh selaku pemilik bangunan gedung yang belum memiliki PBG digunakan proportionate stratified random sampling dan purposive sampling. Teknik sampling masyarakat Kota Banda Aceh selaku pemilik bangunan gedung yang telah memiliki PBG digunakan proportionate stratified random sampling. Teknik analisis data digunakan statistik deskriptif, Importance Performance Analysis (IPA), dan Customer Satisfaction Index (CSI). Hasil penelitian menunjukkan bahwa tingkat pemahaman masyarakat Kota Banda Aceh terhadap PBG tergolong rendah dengan nilai mean sebesar 0,446. Kinerja kualitas pelayanan PBG berdasarkan tingkat kepentingan dan kepuasan masyarakat Kota Banda Aceh yang memerlukan prioritas utama dalam peningkatan kinerja terdapat 6 indikator yaitu penentuan tanggal pemeriksaan berkas permohonan PBG oleh Tim Profesi Ahli (TPA)/Tim Penilai Teknis (TPT), kejelasan data, ketepatan waktu dalam penyelesaian berkas, pelayanan yang cepat dan tepat sesuai harapan, keramahan pegawai dalam memberikan pelayanan, dan mampu memberikan kesan yang baik dalam memberikan pelayanan. Nilai indeks kepuasan masyarakat Kota Banda Aceh terhadap kualitas pelayanan PBG diperoleh sebesar 69,66% yang tergolong puas.

Building Approval (PBG) aims to facilitate the licensing process, but this is not balanced with adequate understanding from the public. As a result, there are still many buildings in Banda Aceh City that were built without PBG, creating potential risks to the security and welfare of the community. This research has 3 main objectives. The first objective is to determine the level of understanding of the people of Banda Aceh City regarding PBG. The second objective is to determine the quality of PBG services based on the level of interest and satisfaction of the people of Banda Aceh City. The third objective is to determine the satisfaction index value of the people of Banda Aceh City regarding the quality of PBG services. This research uses a quantitative method approach by distributing questionnaires. The sample of people as building owners who do not yet have a PBG is 100 people and those who already have a PBG are 65 people. The sampling technique for the people of Banda Aceh City as building owners who do not yet have PBG used proportionate stratified random sampling and purposive sampling. The sampling technique for the people of Banda Aceh City as building owners who already have PBG was used proportionate stratified random sampling. Data analysis techniques used descriptive statistics, Importance Performance Analysis (IPA), and Customer Satisfaction Index (CSI). The research results show that the level of understanding of the people of Banda Aceh City regarding PBG is relatively low with a mean value of 0.446. PBG service quality performance is based on the level of interest and satisfaction of the people of Banda Aceh City which requires top priority in improving performance, there are 6 indicators, namely determining the date of examination of PBG application files by the Professional Expert Team (TPA)/Technical Assessment Team (TPT), clarity of data, timeliness in completing files, fast and precise service according to expectations, friendliness of employees in providing services, and being able to give a good impression in providing services. The satisfaction index value of the people of Banda Aceh City regarding the quality of PBG services was obtained at 69.66% which is classified as satisfied.