Improving the Quality of Licensing Services Through Direct Services to the Public at the Invesment and PTSP Services Offices of Kolaka Regency
DOI:
https://doi.org/10.63309/dialektika.v24i2.1130Keywords:
Community, Licensing, Quality, Service.Abstract
This study aims to evaluate improvements in the quality of licensing services provided directly to the public by the Kolaka Regency Investment and One-Stop Integrated Services Agency (DPMPTSP). This research was conducted because several issues persist in licensing services, such as complicated procedures, limited access, and the ineffectiveness of direct service delivery.This study used a qualitative approach and collected data through interviews, direct observation, and documenting relevant documents. Informants were selected using a purposive sampling method, including the head of the agency, secretary, service officers, and members of the public who use the service. Data analysis was conducted using the Miles and Huberman model, which consists of three stages: data reduction, data presentation, and conclusion drawing. This study focused on five aspects of service quality: physical presence, trustworthiness, responsiveness, confidence, and empathy.The study shows that providing direct service to the public can improve the quality of licensing services, particularly in terms of ease of access and time savings. However, implementation remains inadequate due to inadequate information dissemination, inadequate facilities and infrastructure, and uneven distribution of services across all regions. In terms of service quality, responsiveness and empathy are quite good, while physical aspects and reliability still need impro.
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