Reliability is a key aspect

Oct 13, 2025 by windailys.com 43 views

Analysis of the Quality of Public Services in the Field of Licensing to Community Satisfaction at the One Door Integrated Investment and Licensing Services Office in North Sumatra Province

Introduction

In an effort to create excellent public services, the Department of Investment and Licensing Services One Door Integrated Licensing of North Sumatra Province has been formed based on Government Regulation Number 18 of 2016 and Regional Regulation of North Sumatra Province Number 6 Year 2016. This Office has the main duties and functions in providing services Licensing is expected to create a conducive business climate in North Sumatra Province. With an easy, fast, and transparent service approach, it is hoped that the community can feel the benefits of this service. The quality of public services is a crucial aspect in determining the level of community satisfaction, and it is essential to analyze the impact of these services on the community.

Research Purposes

This study aims to analyze the quality of public services in the field of licensing and their impact on community satisfaction. By using a sample of 83 respondents taken randomly from the population of licensing applicants as many as 500 people, this study used data collection techniques through interviews, documentation studies, and questionnaire dissemination. The research questions that guided this study were: (1) What is the quality of public services in the field of licensing provided by the Department of Investment and Integrated Licensing Services One Door North Sumatra Province? (2) How does the quality of public services in the field of licensing impact community satisfaction?

Research Methodology

In this study, the data analysis technique used was multiple linear regression, hypothesis test using the F and R² tests, as well as partial tests (T-test). The results of the analysis show that all independent variables, namely reliability, physical form, responsiveness, guarantees, and empathy, have a significant influence on community satisfaction. This indicates that the quality of good service will immediately have an impact on the level of community satisfaction.

The Five Aspects of Quality Public Services

Reliability: This variable shows how much consistency and accuracy of services provided. People tend to be more satisfied if they receive services that are in accordance with their expectations repeatedly. Reliability is a key aspect of quality public services, as it builds trust and confidence in the services provided.
Physical Form: This aspect is related to the facilities and infrastructure used in the service process. A clean, neat, and regular environment can increase the positive perception of the community towards agencies. A well-maintained physical form can also reflect the professionalism and competence of the service providers.
Responsiveness: Dinas who are fast responsive in solving problems will be more valued by the community. Responsiveness is critical in providing timely and effective solutions to the community's needs.
Guarantee: is an important aspect that includes security and trust. The community feels more satisfied if they believe that the data and information provided will be safe and not misused. Guarantee is essential in building trust and confidence in the services provided.
Empathy: This aspect focuses on the attention and concern of officers towards the needs and expectations of the community. Services accompanied by empathy will make people feel valued and heard. Empathy is a key aspect of quality public services, as it shows that the service providers care about the community's needs and concerns.

Conclusion

From the results of this study, it can be concluded that the quality of public services in the Department of Investment and Integrated Licensing Services One Door North Sumatra Province has a positive effect on community satisfaction. Therefore, it is important for the government to continue to improve the quality of services with a focus on five aspects that have been identified. This will be the key in creating public trust and supporting economic growth in North Sumatra Province. Thus, efforts to improve services must be the main agenda in managing licensing to achieve better regional development goals.

Recommendations

Based on the findings of this study, the following recommendations are made:

The government should continue to improve the quality of public services in the field of licensing, with a focus on the five aspects identified in this study.
The Department of Investment and Integrated Licensing Services One Door North Sumatra Province should provide training and development programs for its officers to improve their skills and knowledge in providing quality services.
The government should establish a system for monitoring and evaluating the quality of public services in the field of licensing, to ensure that the services provided meet the community's needs and expectations.
The community should be involved in the planning and implementation of public services in the field of licensing, to ensure that their needs and expectations are met.

Limitations of the Study

This study has several limitations, including:

The sample size was limited to 83 respondents, which may not be representative of the larger population of licensing applicants.
The study only focused on the quality of public services in the field of licensing, and did not consider other aspects of public services.
The study only analyzed the impact of quality public services on community satisfaction, and did not consider other outcomes, such as economic growth or regional development.

Future Research Directions

Future research should build on the findings of this study and explore the following research questions:

What are the key factors that influence the quality of public services in the field of licensing?
How can the government improve the quality of public services in the field of licensing, to meet the community's needs and expectations?
What are the outcomes of quality public services in the field of licensing, beyond community satisfaction?

By addressing these research questions, future studies can provide a more comprehensive understanding of the quality of public services in the field of licensing and their impact on community satisfaction.
Frequently Asked Questions (FAQs) about the Analysis of the Quality of Public Services in the Field of Licensing to Community Satisfaction

Q: What is the main purpose of this study? A: The main purpose of this study is to analyze the quality of public services in the field of licensing and their impact on community satisfaction.

Q: What are the five aspects of quality public services that were identified in this study? A: The five aspects of quality public services that were identified in this study are: reliability, physical form, responsiveness, guarantees, and empathy.

Q: What is the significance of reliability in quality public services? A: Reliability is a key aspect of quality public services, as it builds trust and confidence in the services provided. People tend to be more satisfied if they receive services that are in accordance with their expectations repeatedly.

Q: How does physical form impact the quality of public services? A: Physical form is related to the facilities and infrastructure used in the service process. A clean, neat, and regular environment can increase the positive perception of the community towards agencies.

Q: What is the importance of responsiveness in quality public services? A: Responsiveness is critical in providing timely and effective solutions to the community's needs. Dinas who are fast responsive in solving problems will be more valued by the community.

Q: Why is guarantee an essential aspect of quality public services? A: Guarantee is essential in building trust and confidence in the services provided. The community feels more satisfied if they believe that the data and information provided will be safe and not misused.

Q: How does empathy impact the quality of public services? A: Empathy is a key aspect of quality public services, as it shows that the service providers care about the community's needs and concerns. Services accompanied by empathy will make people feel valued and heard.

Q: What are the implications of this study for the government? A: The government should continue to improve the quality of public services in the field of licensing, with a focus on the five aspects identified in this study. This will be the key in creating public trust and supporting economic growth in North Sumatra Province.

Q: What are the limitations of this study? A: This study has several limitations, including: (1) the sample size was limited to 83 respondents, which may not be representative of the larger population of licensing applicants; (2) the study only focused on the quality of public services in the field of licensing, and did not consider other aspects of public services; and (3) the study only analyzed the impact of quality public services on community satisfaction, and did not consider other outcomes, such as economic growth or regional development.

Q: What are the future research directions based on this study? A: Future research should build on the findings of this study and explore the following research questions: (1) what are the key factors that influence the quality of public services in the field of licensing?; (2) how can the government improve the quality of public services in the field of licensing, to meet the community's needs and expectations?; and (3) what are the outcomes of quality public services in the field of licensing, beyond community satisfaction?

Q: What are the practical implications of this study for the Department of Investment and Integrated Licensing Services One Door North Sumatra Province? A: The Department of Investment and Integrated Licensing Services One Door North Sumatra Province should provide training and development programs for its officers to improve their skills and knowledge in providing quality services. The department should also establish a system for monitoring and evaluating the quality of public services in the field of licensing, to ensure that the services provided meet the community's needs and expectations.

Q: What are the implications of this study for the community? A: The community should be involved in the planning and implementation of public services in the field of licensing, to ensure that their needs and expectations are met. The community should also provide feedback and suggestions to the government and the Department of Investment and Integrated Licensing Services One Door North Sumatra Province on how to improve the quality of public services in the field of licensing.