ANALYSIS OF SERVICE QUALITY OF BUILDING PERMIT (IMB) FOR SERVICE USERS Case Study at the Semarang City Spatial Planning Office
Article Sidebar
Main Article Content
Abstract
IMB service quality must meet the aspects of tangibles, reliability,
responsiveness, assurance (guarantee), and empathy. The purpose of this study
was to describe and analyze the quality of service to IMB permit service users (a
case study on the Semarang City Spatial Planning Service). This type of research
was qualitative with a research focus on IMB service quality covering aspects of
reliability, responsiveness, assurance, empathy, and tangibles. Research
informants were determined based on purposive techniques (sampling aimed at the principle snowball). Data collection techniques were through in-depth
interviews, observation and documentation. Data analysis was carried out
qualitatively with a model interactive model through the stages of data
collection, display data, data reduction and conclusion drawing. Research
conclusions: Analysis the quality of service for IMB permits to service users at
the Semarang City Spatial Planning Service was in accordance with applicable
regulations. The delay in obtaining IMB permits was not due to the negligence of
service personnel but due to the negligence of the IMB applicant in fulfilling the
IMB requirements. Recommendations: Innovative steps are needed to intensify
important information and IMB requirements to service users through various
media up to the sub-district level, village
Article Details
References
Andry, Hendry. 2017. Public Service Management of building permits in Mandau
District by the City Planning, Spatial Planning and Settlement Office of
Bengkalis Regency. Publica, Vol 3, No. 1 h. 67
Dimock and Dimock. 1992. State Administration, Translation. Jakarta: Rineka Cipta.
Handoyo, Eko. 2012. Public Policy. Semarang: Widya Karya
Hardiansyah. 2012. Analysis of Service Quality for Building Permits at the City
Planning Service in Palembang City. MIMBAR, Vol. 28, No. 2 (December,
: 191
Nurdin, Ismail. 2019. Quality of Public Service (Behavior of Apparatus and
Bureaucratic Communication in Public Service). Surabaya: Media ofFriends
Scholars.
Kotler, Philip. 2009. Marketing Management. Jakarta: PT. Prenhallindo
Lupiyoadi, Rambat. 2013. Service Marketing Management. Jakarta: Salemba Empat
Moleong, Lexy J. 2011. Qualitative Research Methodology. Bandung: Publisher PT
Teen Rosdakarya.
Mulyawan, Rahman. 2016. Bureaucracy and Public Service. Unpad Press
Nasrun. 2016. Quality of Building Permit Services at the Investment Agency and
Integrated Licensing Services of Sigi Regency. E Journal of Catalogs, Volume 4
Number 12, December 2016, H.119
Pasolong, Harbani. 2011. Public Administration Theory. Bandung: Alfabeta
Regulation of the Minister of Public Works and Public Housing of the Republic of
Indonesia Number 2 of 2020 concerning the Second Amendment to the
Regulation of the Minister of Public Works and Public Housing Number
/Prt/M/2016 concerning Permits to Construct theBuilding
Rahma, Gina Sofia n. 2019. Quality of Service for Building Permits (IMB) at the One
Stop Integrated Service Investment Service (DPMPTSP) of Ciamis Regency.
Journal of Public Service Management. Vol 2 No. 2, p.100
Sugiyono. 2015. Qualitative Quantitative Research Methods & RND. Bandung:
Alfabeta
Taufiqurrahman and Evi Satisfi. 2018. Theory and Development of Public Service
Management. Tangerang: UMJ PressPublisher
Tjiptono, Fandy. 2014. Service Management Services. Yogyakarta: Publisher Andi
Yamit, Zulian. 2001. Product and Service Quality Management. Econesia, Yogyakarta.
Zuhri, Mokhammad (2018). The Effect of Service, Price and Company Image on
Consumer Loyalty with Consumer Satisfaction as Mediation (Study at Nasmoco
Majapahit Workshop Semarang). Journal of Management. Vol 4, No 4 : 1-17.
https://news.detik .com/berita-jawa-tengah/d-4896277/tak-punya-imb-pembinaan-kedaistarbucks-di-semarang-segel
https://distaru.semarangkota.go.id/v2/imbAndry, Hendry. 2017. Pelayanan Publik
Pengurusan izin Mendirikan Bangunan Di Kecamatan Mandau Oleh Dinas Tata
Kota, Tata Ruang Dan Pemukiman Kabupaten Bengkalis. Publika, Vol 3, No. 1
h. 67
Dimock and Dimock. 1992. Administrasi Negara, Terjemahan. Jakarta: Rineka Cipta.
Handoyo, Eko. 2012. Kebijakan Publik. Semarang: Widya Karya
Hardiansyah. 2012. Analisis Kualitas Pelayanan Izin Mendirikan Bangunan pada Dinas
Tata Kota di Kota Palembang. MIMBAR, Vol. 28, No. 2 (Desember, 2012):191
Nurdin, Ismail. 2019. Kualitas Pelayanan Publik (Perilaku Aparatur Dan Komunikasi
Birokrasi Dalam Pelayanan Publik). Surabaya: Media Sahabat Cendekia.
Kotler, Philip. 2009. Manajemen Pemasaran. Jakarta: PT. Prenhallindo
Lupiyoadi, Rambat. 2013. Manajemen Pemasaran Jasa. Jakarta: Salemba Empat
Moleong, Lexy J. 2011. Metodologi Penelitian Kualitatif. Bandung: Penerbit PT
Remaja Rosdakarya.
Mulyawan, Rahman. 2016. Birokrasi dan Pelayanan Publik. Unpad Press
Nasrun. 2016. Kualitas Pelayanan Izin Mendirikan Bangunan Pada Badan Penanaman
Modal Dan Pelayanan Perizinan Terpadu Kabupaten Sigi. E Jurnal Katalogis,
Volume 4 Nomor 12, Desember 2016, H.119
Pasolong, Harbani. 2011. Teori Administrasi Publik. Bandung: Alfabeta
Peraturan Menteri Pekerjaan Umum Dan Perumahan Rakyat Republik Indonesia Nomor
Tahun 2020 Tentang Perubahan Kedua Atas Peraturan Menteri Pekerjaan
Umum Dan Perumahan Rakyat Nomor 05/Prt/M/2016 Tentang Izin Mendirikan
Bangunan Gedung
Rahma, Gina Sofia n. 2019. Kualitas Pelayanan Izin Mendirikan Bangunan (IMB) Di
Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu (DPMPTSP)
Kabupaten Ciamis. Jurnal Manajemen Pelayanan Publik. Vol 2 No. 2, h.100
Sugiyono. 2015. Metode Penelitian Kuantitatif Kualitatif & RND. Bandung: Alfabeta
Taufiqurrahman dan Evi Satisfi. 2018. Teori dan Perkembangan Manajemen Pelayanan
Publik. Tangerang: Penerbit UMJ Press
Tjiptono, Fandy. 2014. Manajemen Pelayanan Jasa. Yogyakarta: Penerbit Andi
Yamit, Zulian. 2001. Manajemen Kualitas Produk dan Jasa. Ekonesia, Yogyakarta.
Zuhri, Mokhammad (2018). Pengaruh Pelayanan, Harga Dan Citra Perusahaan
Terhadap Loyalitas Konsumen Dengan Kepuasan Konsumen Sebagai Mediasi
(Studi Pada Bengkel Nasmoco Majapahit Semarang). Journal of Management.
Vol 4, No 4 : 1-17.