Published date: Mar 19 2024

Journal Title: KnE Social Sciences

Issue title: IAPA 2023 Annual International Conference

Pages: 372–393

DOI: 10.18502/kss.v9i7.15517

Elisa AgustinaPublic Administration Department, Universitas Dehasen Bengkulu, Indonesia

Harius Eko Saputrahariussaputra@unived.ac.idPublic Administration Department, Universitas Dehasen Bengkulu, Indonesia

Antonio ImandaPublic Administration Department, Universitas Dehasen Bengkulu, Indonesia

Evi LoritaPublic Administration Department, Universitas Dehasen Bengkulu, Indonesia

Maryaningsih .Public Administration Department, Universitas Dehasen Bengkulu, Indonesia

This study aims to determine the level of community satisfaction in business licensing services through the OSS RBA system at the One-Stop Integrated Investment and Licensing Service (DPMPTSP) in Bengkulu City. This study used a quantitative research with descriptive survey methods and data analysis techniques using community satisfaction index analysis techniques based on the Regulation of the Minister of Administrative Reform and Bureaucratic Reform of the Republic of Indonesia Number 14 of 2017. Data collection was carried out using questionnaires, observation, and documentation. The study population comprised 76 registered service users. The sampling technique used was saturated sampling. Based on the results of the research, community satisfaction in business licensing services through the OSS RBA system at the One-Stop Integrated Investment and Licensing Service (DPMPTSP) of Bengkulu City has been going very well where the results were concluded as follows: (1) Requirements had an interval value of 4.42 was considered very good category; (2) Systems, mechanisms, and procedures with an interval value of 4.47 as very satisfactory; (3) Completion time with an interval value of 4.38 as satisfactory; (4) Costs/tariffs with an interval value of 4.85 as satisfactory; (5) Product specifications and type of service with an interval value of 4.40 as satisfactory; (6) Executor competency with an interval value of 4.27 as satisfactory; (7) Executor’s behavior with an interval value of 4.57 as satisfactory; (8) Handling of complaints, suggestions and feedback with an interval value of 4.44 as satisfactory; (9) Facilities and infrastructure with an interval value of 4.36 as satisfactory, with an “A” value and the performance of the service unit as extremely satisfcatory.

Keywords: community satisfaction, public service, business licensing

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