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All Journal Sosiohumaniora JPPUMA: Jurnal Ilmu Pemerintahan dan Sosial Politik Universitas Medan Area Abdimas Talenta : Jurnal Pengabdian Kepada Masyarakat Journal of Education, Humaniora and Social Sciences (JEHSS) PERSPEKTIF Jurnal Ilmiah Wahana Pendidikan International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET) Jurnal Multidisiplin Madani (MUDIMA) East Asian Journal of Multidisciplinary Research (EAJMR) Formosa Journal of Multidisciplinary Research (FJMR) Journal of Social Interactions and Humanities (JSIH) International Conference On Social Science Education Proceeding Jurnal Sosiologi USK (Media Pemikiran & Aplikasi)
Ridho, Hatta
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EVALUATION OF THE QUALITY OF LICENSING SERVICES AT THE INVESTMENT SERVICES AND ONE DOOR INTEGRATED LICENSING SERVICES IN NORTH SUMATRA PROVINCE Ariani Rambe, Sangkot; Asmara, Sakhyan; Ridho, Hatta
International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) Vol. 2 No. 1 (2022): DECEMBER
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijset.v2i1.101

Abstract

Licensing services at the Investment Service and One-Stop Integrated Licensing Services of North Sumatra Province are still experiencing problems and problems related to Information and Technology systems, the absence of Regional Regulations regarding guidelines for licensing or regulations, facilities and infrastructure that are less supportive and the number of public complaints regarding licensing services which can be seen through television and internet media. This study aims to determine the quality of licensing services at the Office of Investment and One-Stop Integrated Licensing Services in North Sumatra Province. This research is descriptive research with a qualitative approach. Data collection techniques using the method of observation, interviews and documentation. The theory used is SERVQUAL Theory by Zeithaml, Parasuraman and Berry mention five dimensions in determining service quality, namely Tangibles (physical evidence), Reliability (reliability), Responsiveness (responsiveness), Assurance (guarantee) and Empathy (empathy). The results showed that the quality of service at the Investment Service and One-Stop Integrated Licensing Services of North Sumatra Province for the Tangibles and Assurance dimensions did not match what the community expected, while the service quality for the Reliability, Responsiveness and Empathy dimensions were in accordance with what the community expected.
Co-Authors Abdilla, Irfan Ari Wibowo Ariani Rambe, Sangkot Arief Budiono Arifin, Adil Asmara, Sakhyan Batubara, Syahril Bengkel, Bengkel Damanik, Anne F. Ginting, Bengkel Harahap, Ayani Putri Asa Walidaini Heri Kusmanto, Heri Husni Thamrin Marlon Sihombing Mayasari, Try Mazdalifah Mazdalifah Moulita Muhammad Husni Thamrin, Muhammad Husni Muhammad Luthfi Muryanto Amin Naku, Robertus Kristianto Nasution, Adelina Fatmayanti Nasution, Faiz Albar Nasution, Indra Kesuma Nikko, Nikko Nurwijayanti R. Hamdani Harahap Rinaldi, Deddy Sianturi, Elhot Nicolas Roganda Simbolon, Meydita Asima Megarani Sinaga, Mahmudin Hamzah Singh, Paramjit Singh Jamir Siregar, Andi Mario Siregar, Laksamana Putra Siregar, Onan M Siregar, Onan Marakali Sitepu, Nelly Fitriani Situmorang , Tonny Situmorang , Tonny P SITUMORANG, TONNY P. Situmorang, Tony P Subhilhar, Subhilhar Suriadi, Agus Tengku Irmayani, Tengku Wal-Asri, M.Putera Wulan, Ira Nawang Yahaya, Mohd Haizzan