Analysis of Public Services at the Investment and One Stop Service Office of Batu Bara Regency

90 HalamanDinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kabupaten Batu Bara dalam memberi pelayanan kepada pengguna layanan belum maksimal. Di dalam proses pelayanan perizinan pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kabupaten Batu Bara terkesan berbelit-belit. Pelayanan belum merasa puas dari segi waktu yang diberikan. Rumusan masalah dalam penelitian ini adalah 1) Bagaimana kualitas pelayanan Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kabupaten Batu Bara dalam pengurusan perizinan kepada masyarakat? Dan 2) Apa saja hambatan Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kabupaten Batu Bara dalam pengurusan perizinan kepada masyarakat? Metode yang digunakan dalam penelitian ini adalah penelitian kualitatif, dengan instrumen pengumpulan data wawancara, dokumentasi, dan observasi. Sedangkan analisis data menggunakan deskriptif analisis. Hasil penelitian menunjukkan bahwa kualitas pelayanan publik Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kabupaten Batu Bara mengacu teori Parasuraman, Zeithaml, dan Berry (1988) yaitu: pelayanan publik yang ada di kurang baik atau kurang memuaskan. Pada reabilitas (reability) Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kabupaten Batu Bara belum tergolong baik. Dalam pemberian pelayanan waktu terbilang lama. Tim teknis tidak berada di tempat di karenakan tim teknis yang juga merangkap jabatan lain. Namun pada bukti fisik (tangibles), reabilitas (reability), daya tanggap (responsiveness), jaminan (asurance) dan empaty dapat di katakan sudah baik. Hambatan pelayanan pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kabupaten Batu Bara adalah gagal teknologi. Tidak semua perizinan dapat di akses oleh masyarakat. Seperti izin mendirikan bangunan. Dalam pelaksanaannya juga belum dilaksanakan secara maksimal. Serta sumber daya manusia yang terbatas. Di karenakan tim teknis tidak berada di tempat, serta merangkap dengan jabatan lain, dan berada di dinas masing- masing. Saran pada pelayanan Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kabupaten Batu Bara adalah perlunya perbaikan pada penyelenggaraan pelayanan yang terkesan berbelit-belit. Bekerja sama dengan dinas lainnya untuk menyatukan permohonan perizinan. Memberikan sosialisasi kepada masyarakat dalam menggunakan OSS. Melakukan perbaikan mengenai waktu penyelesaian dengan tepat waktu. Meningkatkan kapasitas sumber daya manusia. Dengan melakukan penambahan SDM untuk mengirimkan tim teknis agar bekerja di satu tempat. The Office of Investment and One Stop Integrated Services of Batu Bara Regency in providing services to service users has not been maximized. In the process of licensing services at the Office of Investment and One Stop Integrated Services, Batu Bara Regency, it seems convoluted. The service has not been satisfied in terms of the time given. The formulation of the problem in this study is 1) How is the service quality of the Office of Investment and One Stop Integrated Services in Batu Bara Regency in managing permits to the community?. And 2) What are the obstacles for the Batu Bara Regency Investment and One Stop Service Office in obtaining permits to the public? The method used in this study is a qualitative research, with data collection instruments are interviews, documentation, and observation. While the data analysis used descriptive analysis. The results showed that the quality of public services at the Investment and One Stop Service Office of Batu Bara Regency refers to the theory of Parasuraman, Zeithaml, and Berry (1988), namely: public services that are in poor or unsatisfactory. In terms of reliability, the Office of Investment and One Stop Integrated Services of Batu Bara Regency is not yet classified as good. In providing service, the time is quite long. The technical team is not in place because the technical team also holds other positions. However, the physical evidence (tangibles), reliability (reability), responsiveness (responsiveness), assurance (assurance) and empathy can be said to be good. The service barrier at the Investment and One Stop Service Office of Batu Bara Regency is technological failure. Not all permits can be accessed by the public. Like building permits. In practice, it has not been implemented optimally. And limited resources. This is because the technical team is not in place, and concurrently with other positions, and is in their respective offices. Suggestions on the services of the Investment Service and One Stop Integrated Services of Batu Bara Regency is the need for improvements in service delivery which seem convoluted. Collaborate with other agencies to unify licensing applications. Provide socialization to the community in using OSS. Make improvements regarding the time of completion in a timely manner. Increase human resource capacity. By adding human resources to send a technical team to work in one place