Kualitas Pelayanan Perzinan Berusaha Berbasis Risiko di Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kota Palangkaraya - Rusita, Rusita; Selawaty, Desy; Satia, Muhammad Riban (Universitas Muhammadiyah Mataram, 2026)
Abstrak Pelayanan perizinan usaha berbasis risiko melalui sistem Online Single Submission Risk-Based Approach (OSS-RBA) diterapkan untuk meningkatkan kualitas pelayanan publik. Penelitian ini menilai kualitas layanan perizinan usaha berbasis risiko di Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (DPMPTSP) Kota Palangka Raya melalui penggunaan OSS-RBA. Menggunakan pendekatan deskriptif kualitatif, studi ini mengkaji kualitas pelayanan berdasarkan teori kualitas pelayanan publik yang menekankan empat indikator utama, yaitu efisiensi, efektivitas, keadilan, dan akuntabilitas.Hasil penelitian menunjukkan bahwa implementasi OSS-RBA telah meningkatkan kemudahan prosedur, kecepatan pelayanan, serta kepuasan masyarakat, yang tercermin dari tingginya penerbitan Nomor Induk Berusaha dan nilai Survei Kepuasan Masyarakat dengan kategori sangat baik. Namun demikian, pelaksanaan pelayanan masih menghadapi kendala berupa keterbatasan pemahaman pelaku usaha terhadap klasifikasi risiko, gangguan teknis sistem, serta kebutuhan peningkatan kapasitas aparatur pelayanan. Temuan ini menegaskan pentingnya penguatan pendampingan teknis dan peningkatan kompetensi sumber daya manusia guna mengoptimalkan kualitas pelayanan perizinan berusaha berbasis risiko secara berkelanjutan.Abstract: Risk-based business licensing services, implemented through the Online Single Submission Risk-Based Approach (OSS-RBA) system, aim to improve the quality of public services. This study evaluates the effectiveness of such services at the Palangka Raya City Investment and One-Stop Integrated Services Agency (DPMPTSP) through the utilization of OSS-RBA. Using a qualitative descriptive approach, this study examines service quality based on theory of public service quality which emphasizes four main indicators, namely efficiency, effectiveness, fairness, and accountability. The results show that the implementation of OSS-RBA has increased the ease of procedures, speed of service, and public satisfaction, as reflected in the high number of Business Identification Numbers (NIK) issuances and the Public Satisfaction Survey score with a very good category. However, the implementation of services still faces obstacles in the form of limited understanding of business actors regarding risk classification, technical system disruptions, and the need to increase the capacity of service personnel. The results highlight the critical need to enhance technical support and advance human resource competencies to sustainably optimize the quality of risk-based business licensing services.