2 ABSTRAK
Penelitianinibertujuanuntukmenganalisis seberapa besar pengaruh kualitas pelayanan jasa yang meliputi Tangible, Realibility, Responsiveness, Assurance, dan Empathy terhadap kepuasan pelanggan pada PelayananDinas Tata Ruangdan Tata BangunanDalamPengurusanIzinMembangunBangunan (IMB) di Kota Medan danmendeskripsikanvariabelapa yang paling
berpengaruhterhadapkepuasanmasyarakatpadaPelayananDinas Tata Ruang dan Tata Bangunan Dalam Pengurusan Izin Membangun Bangunan (IMB) di Kota Medan.
Data diperoleh dari 100 orang yang melakukan pengurusan izin membangunbangunan (IMB) di Kota Medan. Pengujian menggunakan 6 indikator, yaitu wujud fisik (tangibles), keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), kepedulian (emphaty), dan kepuasan masyarakat. Metode analisis yang digunakan adalah analisis deskriptif, pengujianasumsiklasikdanpengujianhipotesis.
Berdasarkan analisis tingkat kepuasan masyarakat dinas tataruang dan tata bangunan dalam pengurusan izin membangun bangunan (IMB) di Kota Medan adalah masyarakat menilai baik dan merasa puas terhadap kualitas pelayanan yang diberikan Pelayanan Dinas Tata Ruang dan Tata Bangunan Dalam Pengurusan Izin Membangun Bangunan (IMB) di Kota Medan dan variabel tangible, reability, responsiveness, assurance,dan emphaty berpengaruh terhadap kepuasaan
masyarakat.
Kata Kunci: tangibles, reliability, responsiveness, assurance ,emphaty, kepuasan pengusaha.
3 ABSTRACT
This study aims to analyze how much influence the quality of service that includes Tangible, Realibility, Responsiveness, Assurance, and Empathy towards customer satisfaction in Services Department of Spatial Planning and Building Management In Handling Permit Building (IMB) in the city of Medan and describe what variables most influence on people's satisfaction on Spatial Planning Services and Administration Building in Building Management Building Permit (IMB) in the city of Medan.
Data were obtained from 100 people who built a building permit (IMB) in the city of Medan. Tests using six indicators, namely physical form (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), awareness (empathy), and the satisfaction of the people. The analytical method used is descriptive analysis, testing classical assumptions and hypothesis testing.
Based on the analysis of the level of community satisfaction with the zoning office and administration buildings in obtaining a license to build a building (IMB) in the city of Medan is the population considered good and are satisfied with the quality of services provided Services Department of Spatial Planning and Building Management In Handling Permit Building (IMB) in Medan and tangible variables, reability, responsiveness, assurance, empathy and influence on society satisfaction.
Keywords: tangibles, reliability, responsiveness, assurance ,emphaty,customer satisfaction.
