Kepuasan Pelayanan Publik Pada Kantor Pelayanan Perizinan Dan Penanaman Modal Kabupaten Temanggung Satisfaction of Public Service in the Office of Licensing Services and Investment

Penelitian ini menguji pengaruh mutu pelayanan dan prosedur pelayanan terhadap kepuasan masyarakat pada Kantor Pelayanan Perijinan dan Penanaman Modal Kabupaten Temanggung. Variabel mutu pelayanan terdiri atas kedisiplinan petugas, tanggung jawab petugas, kemampuan petugas, kecepatan pelayanan, keadilan, dan kesopanan serta keramahan petugas. Sedangkan variabel prosedur pelayanan terdiri atas kemudahan prosedur layanan, kesamaan persyaratan dengan jenis pelayanan, kejelasan dan kepastian, kewajaran biaya, kesesuaian biaya yang ditetapkan dengan yang dibayarkan, ketepatan jadwal waktu pelayanan, kenyamanan lingkungan, dan keamanan pelayanan. Populasi dalam penelitian ini adalah seluruh pemohon pelayanan perijinan dengan sampel sebanyak 192 responden yang dipilih dengan metode accidental sampling. Hasil penelitian menunjukkan bahwa nilai indeks kepuasan masyarakat yang berada pada kategori baik, unsur terbaik terdapat pada kesopanan dan keramahan petugas dan perolehan terendah pada unsur kecepatan pelayanan. Hasil uji hipotesis menunjukkan bahwa mutu dan prosedur layanan secara signifikan berpengaruh positif terhadap kepuasan masyarakat pada pelayanan publik. This study examined the effect of quality of service and service procedures to the satisfaction of the people in the Office of Licensing Services and Investment Kabupaten Temanggung. The variable quality of services consisting of officer discipline, officer responsibilities, personnel capabilities, speed of service, fairness, and courtesy and hospitality workers. While variable service procedures consist of the ease of service procedures, in common with the kind of service requirements, clarity and certainty, reasonableness of costs, compliance costs are set by paid, the accuracy of the time schedule service, environmental comfort, and security services. The population in this study are all the applicant's licensing services with a sample of 192 respondents were selected by accidental sampling method. The results showed that the index of satisfaction of the people who are in the good category, the best elements contained on politeness and friendliness officers and the lowest gain in speed of service elements. Hypothesis test results indicate that the quality and service procedures significantly positive effect on people's satisfaction in public service.