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All Journal Dia: Jurnal Administrasi Publik Journal of Applied Data Sciences
Medlin Anggreyni Hura
Universitas Sumatera Utara
Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Social Sciences

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Institutional Readiness and Digital Service Quality as Determinants of Entrepreneur Trust in Risk Based Business Licensing Services Tunggul Sihombing; Medlin Anggreyni Hura; Asima Yanty Siahaan
Journal of Applied Data Sciences Vol 7, No 2: May 2026
Publisher : Bright Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47738/jads.v7i2.1429

Abstract

This study examines digital licensing governance in risk-based business licensing services by integrating institutional readiness, digital service quality, service dependability, procedural transparency, public trust, entrepreneur satisfaction, and compliance intention. A quantitative explanatory design was applied using 300 valid responses from entrepreneurs who had used local government licensing services and the Online Single Submission system. The respondent profile shows that 73.0% were micro and small enterprises, 60.7% operated in medium- and high-risk categories, 50.4% used assisted online services at the DPMPTSP office, and 38.3% experienced permit processing durations of more than seven days. The measurement model demonstrated strong validity and reliability, with Composite Reliability values ranging from 0.908 to 0.936 and AVE values ranging from 0.663 to 0.701. The structural model revealed that institutional readiness significantly affected digital service quality and service dependability, while digital service quality strongly influenced service dependability and procedural transparency. Procedural transparency had the strongest direct effect on public trust, with a path coefficient of 0.547, followed by entrepreneur satisfaction toward compliance intention at 0.511 and public trust toward entrepreneur satisfaction at 0.452. Mediation analysis confirmed that digital service quality contributed to satisfaction through service dependability, procedural transparency, and public trust. The findings show that digital licensing reform does not depend solely on system availability, but on the alignment of institutional capacity, digital quality, reliable service delivery, transparent procedures, and public trust. This study contributes a comprehensive governance model for explaining how digital public services strengthen satisfaction and formal compliance among entrepreneurs.
THE INFLUENCE OF RESPONSIVENESS OF BUSINESS LICENSE PROCESSING SERVICES ON BUSINESS ACTORS SATISFACTION AT THE NIAS REGENCY ONE-STOP INVESTMENT AND INTEGRATED SERVICE OFFICE Medlin Anggreyni Hura; Tunggul Sihombing; Asima Yanti S Siahaan
DIA: Jurnal Administrasi Publik Vol. 23 No. 01 (2025): PUBLIC ADMINISTRATION
Publisher : Program Studi Doktor Ilmu Administrasi, FISIP, Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/dia.v23i01.10959

Abstract

Risk-based business licensing services are an important component in supporting regional economic growth. The quality of responsive services plays an important role in determining the satisfaction of business actors as service users. However, in Nias Regency, the quality of business license services still faces challenges that affect business actor satisfaction. This research uses quantitative methods, and data is collected through questionnaires distributed to 95 business actors who have processed risk-based business licenses in Nias Regency. The analysis method used in the study is SEM (Structural Equation Model) analysis. The data obtained is then analyzed and processed by conducting inferential statistical data analysis measured using SmartPLS (Partial Least Square) software, including model measurement (outer model), which aims to measure the validity and reliability of research instruments, and model structure (inner model) to describe the relationship between latent variables. The results showed that responsiveness in licensing services has a significant impact on business actor satisfaction. Responsiveness has an effect of 80.9% on business actor satisfaction, while the remaining 19.1% is the influence of other variables not examined in this study.
Co-Authors Asima Yanti S Siahaan Asima Yanty Siahaan Tunggul Sihombing Tunggul Sihombing