ANALYSIS OF SERVICE QUALITY OF BUILDING PERMIT (IMB) FOR SERVICE USERS
Case Study at the Semarang City Spatial Planning Office
DOI:
https://doi.org/10.32670/fairvalue.v2i2.827Keywords:
Quality, Service, IMB, Service usersAbstract
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
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