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Retno Novita Sari
JURUSAN ADMINISTRASI PUBLIK FAKULTAS ILMU SOSIAL DAN ILMU POLITIK UNIVERSITAS DIPONEGORO
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ANALISIS KUALITAS PELAYANAN PERIJINAN PADA BADAN PELAYANAN PERIJINAN TERPADU (BPPT) KABUPATEN GROBOGAN Sari, Retno Novita; Dwimawanti, Ida Hayu; Widowati, Nina
Journal of Public Policy and Management Review Volume 4, Nomor 2, Tahun 2015
Publisher : Jurusan Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (170.453 KB) | DOI: 10.14710/jppmr.v4i2.8266

Abstract

BPPT (Integrated License Service Cooperative) in Grobogan Regency is one of regional government cooperative in Grobogan, because of that BPPT the society is expected to get a lots of ease in public service, especially in administrative service about the license. Problems of the license service for BPPT are lack of the sufficiency facility and inappropriate time of the license letter publication with the obtain standard. This research and analyzes the license service quality, and dimensions thet support and hamper the service. This research user qualitative descriptive research. This research is based on five dimensions from the theory that is proposed by Zeihaml-Parasuraman-Berry, that are : Tangible, the unsufficiency facility. Reliability, inappropriate time of license letter publication. Responsiveness, perceptive capacity of the officials for applicant complaint. Assurance, friendliness and justice of the afficials. Emphaty, the officials’attention to the applicant. The license service for BPPT in Grobogan Regency is still less satisfy, becauses there is still a deficiency in any dimensions. Suggestion for the dimensions that hamper the license service are : add the unsufficiency facility, make a communication with the afficials.
Co-Authors Ida Hayu Dwimawanti Nina Widowati