Administration Service Quality on Construction Build Permit at Public Work Department of Jember Regency:

Abstract

In life of society which is modern, progressively; requirement of human become more complex and specific, progressively. To fulfill requirement of society that complexity hence one of governmental function that is the unit of service shall give more service with quality, transparent and accountability and not complicate the society. But, reality still many society which difficult to get more good service. The factor that impede like long bureaucracy, stiff, circumlocutory. So in management of IMB. On management of IBM in Jember still facing of some impede like is not transparent about cost, long time for solution so that society shy at to manage IMB and other impede is many society of Jember less comprehending the function IMB ownership. The purpose of this research is to know and describe Administration Service Quality on Construction Build Permit at Public Work Department of Jember Regency. This research conducted in Public Work Department of Jember Regency on July 17 - August 17, 2007. Approach which used in this research is descriptive with quantitative data. While samples taken in this research equal to 30 with proportional sampling. Data collecting that used are questionnaire, observation, interview and study literature. The method that used on this research is quality service is to measure level of service quality. Measurement the level of service quality in this model based on some item designed to measure expectation and perception of customer. Difference between the expectation and perception seen according to five quality dimension that can assess by its customer, directly; that is: Direct Evidence (tangible), Reliability (Reliability), Responsibility (Responsiveness), Empathy (Empathy) and Guarantee (Assurance). As for result of research that obtained through result of calculation use Servqual model known that Administration Service Quality on Construction Build Permit at Public Work Department of Jember Regency with score - 10 meaning not good. For that suggested Public Work Department of Jember Regency especially on unit of Licensing to increase service especially at reliability dimension (reliability) and direct evidence dimension (tangible), responsibility (responsiveness), guarantee (assurance) and empathy (Empathy). Keyword: Service Quality