Kualitas Pelayanan Perijinan Bagi Usaha Menengah di Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu Kab. Jember

Abstract

The quality of licensing services for medium-sized enterprises at the Integrated Licensing Service Unit of Jember Regency's Investment and One-Stop Services is crucial for building customer trust and loyalty. Regulations governing licenses for micro, small, and medium-sized enterprises (MSMEs) can sometimes hinder the licensing process. Complaints from the public regarding the slowness and lack of friendliness in these services often surface in the media. This research aims to explain the quality of MSME licensing services at the mentioned office using a quantitative approach and a descriptive method. In this study, 50 respondents were involved through accidental sampling. Service quality was assessed using the E-Service Quality or Servqual model, which includes six dimensions: efficiency, system availability, fulfillment, privacy, responsiveness, and compensation. The results revealed a gap between the public's perceptions and their expectations of licensing services, with a negative gap score of -14.3. This indicates that the quality of licensing services for medium-sized enterprises at the Integrated Licensing Service Unit of Jember Regency has not met public expectations and is still categorized as moderately satisfactory.