PENGEMBANGAN STANDAR OPERASIONAL PROSEDUR SISTEM PERIZINAN DI KANTOR DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU KOTA BANDAR LAMPUNG
| Main Author: | VHICA PENIDA, 1423011031 |
|---|---|
| Format: | Masters NonPeerReviewed Book Report |
| Terbitan: |
, 2018
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| Subjects: | |
| Online Access: |
http://digilib.unila.ac.id/54415/1/1.%20ABSTRAK.pdf http://digilib.unila.ac.id/54415/2/2.%20TESIS%20FULL.pdf http://digilib.unila.ac.id/54415/3/3.%20TESIS%20FULL%20TANPA%20BAB%20PEMBAHASAN.pdf http://digilib.unila.ac.id/54415/ |
Daftar Isi:
- ABSTRAK PENGEMBANGAN STANDAR OPERASIONAL PROSEDUR SISTEM PERIZINAN DI KANTOR DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU KOTA BANDAR LAMPUNG Oleh VHICA PENIDA Penelitian ini bertujuan untuk menganalisis kondisi dan potensi mutu pelayanan kantor DPM PTSP Kota Bandar Lampung serta untuk mengembangkan produk berupa Standar Operasional Prosedur. Penelitian ini merupakan penelitian pengembangan Standar Operasional Prosedur DPM PTSP untuk melihat tingkat kepuasan masyarakat terhadap layanan yang diberikan terhadap masyarakat ini diketahui melalui indeks kepuasan masyarakat. Data dari penelitian ini memperoleh nilai valid 63,61. Kesimpulan penelitian ini adalah berdasarkan perhitungan Indeks Kepuasan Masyarakat yang mengacu pada KEPMENPAN Nomor KEP/25/M.PAN/2/2004, diperoleh angka indeks sebesar 71,83 yang berada pada interval 62,51 – 81,25, sehingga kualitas pelayanan publik berada pada tingkat “B”. Hal ini menunjukkan Standar Opersional Prosedur 2017 terbaru dikatakan layak untuk meningkatkan kualitas layanan terhadap masyarakat. Kata kunci : Standar Opersional Prosedur, Sistem Perizinan, Indeks Kepuasan Masyarakat, ABSTRACT DEVELOPMENT OF STANDARD OPERATING PROCEDURES AT THE INVESTMENT OFFICE AND INTEGRATED ONE STOP SERVICE IN THE CITY OF BANDAR LAMPUNG By VHICA PENIDA The purpose of this reaserch was to analyze the conditions and potential service quality of the Office DPM PTSP of of Bandar Lampung City and to develop products in the form of Standard Operating Procedures. This research was using research on the development of Standard Operating Procedures for DPM PTSP to see the level of community satisfaction with the services provided to these communities is known through the community satisfaction index.The results of the research obtaining a valid value of 63.61. The conclusion of this research is based on the calculation of the Public Satisfaction Index which refers to KEPMENPAN Number KEP / 25 / M.PAN / 2/2004, the index number is 71.83 which is in the interval 62.51 - 81.25, so the quality of public services is at the level of "B". The latest 2017 Standard Operating Procedure was classified to be feasible to improve the quality of its public service. Keywords: standard optional procedure, licensing system, public satisfaction index,