Electronic Theses and Dissertation

Persetujuan Bangunan Gedung (PBG) adalah menggantikan Izin Mendirikan Bangunan (IMB) sebagai bentuk perizinan baru untuk menyederhanakan regulasi pembangunan. Di Kabupaten Aceh Besar, penerapan kebijakan ini masih menghadapi kendala, diantara penyebabnya termasuk rendahnya pemahaman masyarakat dan lambatnya proses pelayanan. Akibatnya, banyak bangunan berdiri tanpa izin resmi karena warga belum memahami pentingnya prosedur PBG secara menyeluruh. Penelitian ini bertujuan untuk mengidentifikasi tingkat pemahaman masyarakat terhadap PBG, mengevaluasi tingkat ekspektasi masyarakat terhadap kualitas pelayanan PBG, dan mengidentifikasi solusi pemenuhan ekspektasi masyarakat terhadap kualitas pelayanan PBG. Bangunan gedung yang ditinjau adalah fungsi hunian dan usaha. Penelitian ini menggunakan metode kuantitatif melalui kuesioner dan metode kualitatif melalui wawancara. Tingkat pemahaman masyarakat terhadap PBG diteliti pada 100 pemilik bangunan, sedangkan kinerja kualitas pelayanan PBG diteliti pada 66 pemilik bangunan yang sudah memiliki PBG. Solusi peningkatan pelayanan PBG diperoleh dari wawancara dengan 2 key informant (akademisi dan praktisi). Analisis data digunakan deskriptif kuantitatif, Penalty Reward Contrast Analysis (PRCA), dan deskriptif kualitatif model Miles and Huberman. Hasil penelitian menunjukkan bahwa tingkat pemahaman masyarakat Kabupaten Aceh Besar terhadap PBG tergolong tidak mengetahui dengan nilai mean sebesar 0,187. Tingkat ekspektasi masyarakat Kabupaten Aceh Besar terhadap kualitas pelayanan PBG yang tergolong ekspektasi harus ada (must‑be) sebanyak 14 indikator, menarik (attractive) sebanyak 7 indikator, searah (one dimensional) sebanyak 15 indikator, dan netral (indifferent) sebanyak 3 indikator. Solusi prioritas mengintegrasikan digitalisasi PBG dengan chatbot dan sistem prediktif Sistem Informasi Manajemen Bangunan Gedung (SIMBG), kompetensi Sumber Daya Manusia (SDM), serta penerapan Service Level Agreement (SLA) dan Standar Operasional Prosedur (SOP) untuk proses cepat adil transparan.

Kata Kunci: PBG, IMB, pemahaman masyarakat, kualitas pelayanan, regulasi perizinan

The Building Construction Permit (PBG) replaces the Building Construction Permit (IMB) as a new form of licensing to simplify construction regulations. In Aceh Besar Regency, the implementation of this policy still faces obstacles, including low public understanding and slow service processes. As a result, many buildings are constructed without official permits because residents do not fully understand the importance of the PBG procedure. This study aims to identify the level of public understanding of PBG, evaluate the level of public expectations regarding the quality of PBG services, and identify solutions to meet public expectations regarding the quality of PBG services. The buildings reviewed are residential and commercial buildings. This study uses quantitative methods through questionnaires and qualitative methods through interviews. The level of public understanding of PBG was studied in 100 building owners, while the performance of PBG service quality was studied in 66 building owners who already had PBG. Solutions for improving PBG services were obtained from interviews with two key informants (academics and practitioners). Data analysis was conducted using quantitative descriptive analysis, Penalty Reward Contrast Analysis (PRCA), and Miles and Huberman's qualitative descriptive model. The results showed that the level of understanding of the people of Aceh Besar Regency regarding PBG was classified as unaware, with a mean value of 0.187. The level of expectation of the people of Aceh Besar Regency regarding the quality of PBG services was classified as must-be for 14 indicators, attractive for 7 indicators, one-dimensional for 15 indicators, and indifferent for 3 indicators. The priority solution is to integrate PBG digitalisation with chatbots and the Building Management Information System (SIMBG) predictive system, human resource (HR) competencies, and the implementation of Service Level Agreements (SLA) and Standard Operating Procedures (SOP) for a fast, fair and transparent process. Key Words: BCA, BCP, public understanding, service quality, licensing regulations