APRILDIO, MICHAEL (2024) STUDI KOMPARASI KUALITAS PELAYANAN IZIN USAHA INDUSTRI MENENGAH DI DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU KOTA TANGERANG DAN KABUPATEN TANGERANG. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
This research focuses on a Comparative Study of the Quality of Services for Medium Industrial Business Licences at the One-Stop Investment and Integrated Services Agency of Tangerang City and Tangerang Regency. There are several problems found, namely differences in facilities and infrastructure; differences in service procedures; and differences in the speed of service time for medium industrial business licenses at DPMPTSP Tangerang City and DPMPTSP Tangerang Regency. The theory used in this research is Parasuraman's Servqual theory in Tjiptono (2016:153) with five dimensions, namely Tangibles (physical evidence), Reliability, responsiveness, Assurance, and Empathy. This research uses descriptive quantitative methods with data collection techniques using research questionnaires, and documentation studies. Data validity is obtained through the Validity Test, Reliability Test, Normality Test, Homogeneity Test, and Hypothesis Test using the Mann–Whitney Test. The results showed differences in the quality of service for medium industrial business licenses at DPMPTSP Tangerang City and DPMPTSP Tangerang Regency in all dimensions used. The most significant differences are in the tangibles dimension (facilities and infrastructure) and the reliability dimension (reliability of service officers). Thus, it can be concluded that the quality of services for medium industrial business licenses at DPMPTSP Tangerang City is better than that at DPMPTSP Tangerang Regency.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Penelitian ini berfokus pada Studi Komparasi Kualitas Pelayanan Izin Usaha Industri Menengah di Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kota Tangerang dan Kabupaten Tangerang. Terdapat beberapa permasalahan yang ditemukan, yaitu perbedaan fasilitas sarana dan prasarana; perbedaan prosedur pelayanan; dan perbedaan kecepatan waktu pelayanan izin usaha industri menengah di DPMPTSP Kota Tangerang dan DPMPTSP Kabupaten Tangerang. Teori yang digunakan pada penelitian ini yaitu teori Servqual Parasuraman dalam Tjiptono (2016:153) dengan lima dimensi, yaitu Tangibles (bukti fisik), Reliability (kehandalan), Responsiviness (daya tanggap), Assurance (jaminan), dan Empathy (empati). Penelitian ini menggunakan metode kuantitatif deskriptif dengan teknik pengumpulan data menggunakan angket penelitian, dan studi dokumentasi. Keabsahan data diperoleh melalui Uji Validitas, Uji Reliabilitas, Uji Normalitas Uji Homogenitas, dan Uji Hipotesis menggunakan Uji Mann Whitney. Hasil penelitian menunjukkan, Terdapat perbedaan kualitas pelayanan izin usaha industri menengah di DPMPTSP Kota Tangerang dan DPMPTSP Kabupaten Tangerang pada seluruh dimensi yang digunakan. Perbedaan yang paling signifikan terdapat pada dimensi tangibles (fasilitas sarana dan prasarana) dan pada dimensi reliability (kehandalan petugas pelayanan). Dengan demikian, dapat disimpulkan bahwa Kualitas pelayanan izin usaha industri menengah di DPMPTSP Kota Tangerang lebih baik dibandingkan dengan di DPMPTSP Kabupaten Tangerang. | |||||||||
| Uncontrolled Keywords: | Comparative Study, Service Quality, Business License, Medium Industry Studi Komparasi, Kualitas Pelayanan, Izin Usaha, Industri Menengah | |||||||||
| Subjects: | H Social Sciences > Public Administration | |||||||||
| Divisions: | 06-Fakultas Ilmu Sosial dan Ilmu Politik 06-Fakultas Ilmu Sosial dan Ilmu Politik > 63201-Program Studi Administrasi Publik |
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| Depositing User: | Michael Aprildio Michael | |||||||||
| Date Deposited: | 04 Mar 2025 06:29 | |||||||||
| Last Modified: | 04 Mar 2025 06:29 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/47488 |
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