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"Tesis ini membahas kualitas pelayanan perizinan pendaftaran penanaman modal yang dilaksanakan oleh Badan Koordinasi Penanaman Modal berdasarkan kepuasan yang dialami oleh para investor atau calon investor. Tesis ini mengukur ada perbedaan signifikan antara peraturan lama dan peraturan baru, yaitu Peraturan Kepala BKPM No. 12 Tahun 2009. Persepsi tersebut meliputi 20 atribut dari 6 dimensi yaitu tangible, reliability, responsiveness, assurance, transparency dan fairness. Penelitian ini adalah penelitian kualitatif dengan design deskriptif dan menggunakan analisis chi square untuk mengetahui adanya perbedaan yang bermakna. Secara statistik ada perbedaan signifikan terhadap tingkat pelayanan izin pendaftaran penanaman modal sebelum diterapkannya kebijakan baru dan sesudah diterapkannya kebijakan baru berdasarkan 19 atribut kecuali atribut kesesuaian dan kemudahan persyaratan pelayanan yang menyatakan tidak ada perbedaan yang signifikan.Hasil pengujian empiris menunjukkan kebijakan baru lebih baik dari kebijakan lama, terbukti besarnya peningkatan jumlah responden yang menyatakan kepuasannya terhadap hampir semua dimensi beserta indikator/atributnya naik diatas 20% (dua puluh persen) kecuali dimensi transparency dimana jumlah responden yang menyatakan kepuasannya terhadap penerapan kebijakan baru berdasarkan atribut kesesuaian dan kemudahan persyaratan pelayanan mengalami penurunan. Hasil penelitian menyarankan agar Peraturan Kepala BKPM No 12 Tahun 2009 perlu mendapat perbaikan dalam hal kesesuaian dan kemudahan persyaratan pelayanan. Beberapa responden menginginkan adanya kemudahan persyaratan dalam hal surat kuasa dari investor asing, badan hukum asing dan negara asing khususnya pada perizinan dalam rangka pendirian perusahaan atau Izin Pendaftaran Penanaman Modal sedangkan dalam pelaksanaan pelayanan perizinan BKPM masih perlu pula memperhatikan atribut kebersihan dan kenyamanan kantor, penampilan dan kerapian petugas serta kemudahan mencapai lokasi kantor pelayanan pada dimensi tangible. Dan atribut proses pelayanan dapat dipantau oleh pengguna jasa pada dimensi transparency masih ada yang menilai tidak puas.

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This thesis analyze the quality of investment services of the company registration provided by Investment Coordinating Board on the satisfaction experienced by the investors or prospective investors. This thesis measures significant differences between the old rules and new regulations, BKPM Chairman Regulation No. 12/2009. The perceptions of service user experience based on 20 attributes of the six dimensions: tangible, reliability, responsiveness, assurance, transparency and fairness. This research was descriptive and qualitative design using chi square analysis to detect a significant difference. Statistically, there are significant differences on the level of investment registration services before and after the implementation of new policies, based on 19 attributes. The other attribute: suitability and ease of service requirements, state no significant difference.Empirical test results show that the new policy is better than the old policy, proved the increase in the number of respondents who expressed satisfaction on almost all dimensions and indicators/attributes rises above 20% (twenty percent), unless the dimensions of transparency, in which the number of respondents expressed satisfaction on the implementation of policies new attributes based on suitability and ease of service requirements, decreased. The results suggested that BKPM Chairman Regulation No. 12/2009 needs to make improvements in terms of suitability and ease of service requirements. Some respondents want the ease of a power of attorney requirements in terms of foreign investors, foreign legal entities and foreign countries, especially on licensing the establishment of the company or the Investment Registration Permit. In the execution of licensing services BKPM is still necessary also to consider the attributes of tangible dimensions which are: the cleanliness and comfort of the office, appearance, neatness and ease of reaching the services office. Attributes of the service process monitor, by the service user, which is the dimension of transparency, is judge not yet satisfied."

"Keberhasilan penyelenggaraan pemerintahan, pelaksanaan pembangunan, dan pelayanan kepada masyarakat sangat ditentukan oleh kemampuan, kesungguhan dan semangat kerja dari aparaturnya. Aparatur negara (daerah) mempunyai peran dan kedudukan yang penting di dalam pelaksanaan tugas-tugas umum pemerintahan, pembangunan dari kemasyarakatan. Oleh karena itu, peningkatan kualitas pelayanan dipengaruhi oleh adanya kinerja pelayanan yang diberikan oleh aparat dalam arti adanya pemberdayaan potensi aparatur yang harus dilakukan secara bertahap dan simultan guna memperoleh pelaksanaan tugas-tugasnya secara efektif dan efisien.Kajian penelitian difokuskan pada pelayanan perizinan penanaman modal PMA dan PMDN untuk meningkatkan kualitas pelayanan perizinan penanaman modal yang berkaitan dengan prosedur internal dalam proses pelayanan perizinan penanaman modal. Penelitian dilakukan di Badan Penanaman Modal dan Pendayagunaan Kekayaan dan Usaha Daerah (BPM & PKUD) Provinsi DKI Jakarta. Peningkatan kualitas pelayanan sebagai langkah-langkah dalam mengurangi keluhan-keluhan atau ketidakpuasan para investor akan proses penyelesaian perizinan penanaman modal.Dalam penelitian ini dilakukan terhadap 98 responden dengan menggunakan teknik sampling Aksidental dan metode pengumpulan data yaitu observasi, kuesioner, pedoman wawancara dan studi kepustakaan. Kuesioner ditujukan untuk mengukur tingkat kepuasan pelanggan (investor), yaitu dengan membandingkan persepsi pelanggan dan harapan yang menjadi keinginan pelanggan, dengan menggunakan indikator 5 (lima) dimensi yang menentukan kualitas pelayanan berdasarkan pendapat Zeithaml, Parasuraman dan Berry (1990 : 175), yaitu Tangibles (Tampilan Fisik), Reliability (Kehandalan), Responsiveness (Daya Tanggap), Assurance (Jaminan), dan Empathy (Kemudahan).Hasil analisis penelitian menunjukkan tingkat kepuasan pelanggan menurut Dimensi Tangibles sebesar 105 %, Reliability sebesar 99 Responsiveness sebesar 103 %, Assurance sebesar 101 °/o dan Empathy sebesar 99 %. Dari skor-skor tersebut dapat disimpulkan bahwa tingkat kepuasan tertinggi terdapat pada Dimensi Tangibles (105 %) dan terendah terdapat pada Dimensi Reliability dan Empathy (masing-masing 99 °/°). Secara keseluruhan diperoleh tingkat kepuasan pelanggan (investor) atas pelayanan perizinan penanaman modal sebesar 101 % dari harapan pelanggan.Atas dasar kesimpulan di atas, diberikan beberapa saran seperti : perlu ada perbaikan pada faktor-faktor yang berkaitan dengan penampilan fisik yaitu kelengkapan peralatan kantor, sarana administrasi dan komputerisasi, perlu ada peningkatan kemampuan pegawai dalam ketepatan waktu penyelesaian administrasi perizinan penanaman modal sesuai dengan ketentuan yang berlaku dan meningkatkan daya tanggap pegawai / petugas layanan akan kebutuhan investor dan perlu membuka saluran / kotak saran bagi investor dalam menyampaikan dalam keluhan, saran atau pendapat alas pelayanan yang masih kurang dirasakan terhadap pelayanan yang diberikan BPM & PKUD Provinsi DKI Jakarta.Secara keseluruhan bahwa kinerja pelayanan yang diberikan oleh petugas pelaksana ditujukan untuk meningkatkan kualitas pelayanan kepada investor adalah sangat bergantung pada pengembangan kualitas dan kapabilitas sumber daya manusia di sektor publik. Hal ini berkembang dengan semakin dituntutnya eksistensi kualitas aparat BPM & PKUD Provinsi DKI Jakarta yang bersih dan berwibawa, handal, bermental baik, profesional, efektif dan efisien dalam memberikan pelayanan perizinan penanaman modal di daerah Provinsi DKI Jakarta.

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The success of the holding of the government, development implementation, and services to the society is heavily determined by the ability, commitment and work spirit of its apparatus. The state (local) apparatus plays important role and position in implementing general tasks of government, of development and of society. Therefore, to achieve an increase in the service quality it is influenced by the presence of service performance provided by the apparatus meaning that there is an empowerment of the apparatus potentials that is conducted gradually and simultaneously in order to enable them to implement their tasks effectively and efficiently.

The research focuses on the service of licensing investment of foreign multinational enterprises and domestic multinational enterprises to increase the service quality of licensing investment related with internal procedures in the process of service provision of licensing investment. The research is conducted in the Investment Board and the Empowerment of Wealth and Local Enterprises. the Special Territory of the Capital City of Jakarta. The increase in the service quality is steps 1o minimize complaints or unsatisfaction of the investors in the settlement process of licensing investments.

This research employs 98 respondents with accidental sampling techniques and data collection method. that is, observation, questionnaires, interview guide and library research. The questionnaires are intended to measure the customers' (investors') satisfactory level, that is. by comparing between the customers' perceptions and expectations of what the customers want, by employing 5 dimension indicators which determine the service quality based on Zeithmal, Parasuraman and Berry (1990:175), that is tangibles, reliability. responsiveness, assurance. and empathy.

The analysis results of the research show that the level of the customers' satisfaction according to tangibles dimension is 105%. reliability is 99%, responsiveness is 103%. assurance is 101% and empathy is 99%. From those figures if can be concluded that the highest satisfactory level is in tangibles dimension (105%) and the lowest one is that of reability and empathy (99% respectively). As a whole from the customers' expectation it obtains 101% level of customers' satisfaction of the service of licensing investment.

Based on the above conclusion, there ore several recommendations such as: there needs to be an improvement on factors that are related with physical performance, that is, the completion of office inventory, administration facility and computerization; there needs to be an increase in the personnel ability in terms: of punctuality of administrative settlement of licensing investment in accordance with the prevailing rules and regulation; and an increase in the personnel subtlety in servicing the investors' needs: and it is necessary to open a suggestion box for the investors in channeling their complaints, suggestions or opinions on the services provided by the Investment Board and on the Empowerment of Wealth and Local Enterprises, the Special Territory of the Capital City of Jakarta that are fell still lacking.

All in all the service performance provided by the operational officers is intended to increase the service quality to the investors. This is heavily dependent on the development of the quality and capability of the human resources in the public sectors. This is developed in line with the increasing demands of the quality existence of the Investment Board and the Empowerment of Wealth and Local Enterprises, the Special Territory of the Capital City of Jakarta apparatus who are clean, dignified, reolible, mentally well, professional, effective and efficient in providing services of licensing investment in the Provincial government of the Special Territory of the Capital City of Jakarta."

"The quality of Public services provided by government apparatuses to the community as the realization of the functions of state apparatuses as state servants and public servants needs to be continuously improved to keep abreast with the dynamics and progress of the national development. The demand of the society and business community for improved quality of public service rendering is viewed to be of great importance in entering the on-going globalisation and information era as of today. Accordingly, government apparatuses should be more serious in preparing themselves for anticipating the challenges looming ahead so that they will be well able to optimally implement the government and development-related tasks, particularly in providing quality services to the public at large. It is for this reason and in compliance with the spirit and demand of the reform era nowadays that the City Administration of Tangerang has proudly established the City's Office of Investment and License by virtue of the Decree of the Mayor of Tangerang Number 19 of 2001 , on January 2, 2001, on the Organization and Work Procedures of the Investment and License Office.The main objective of the establishment is to provide easy and convenient procedures in rendering services to the public for processing various permits and licenses in a bid to create conducive business climate for enhancing more promising economic development in the City of Tangerang. To analyse the quality of the license-issuing services at the Investment and Licence-Publishing Office in the City of Tangerang, the researcher has engaged himself in analyzing the quality of license service-rendering on the basis of the Decree of the Minister of State's Apparatuses Empowerment Number KEP125/M.PAN/2/2004 on the Broad Guidelines for Constructing Public Satisfaction Index of the Service Units of the Goventment Agencies. The aforementioned decree is used as one of the instruments to measure the quality of services offered by various work units/public service offices at both Central and Regional Administrations and tested based on the dimensions like the ones developed by Zeitham et. all, namely : Tangible Dimensions, Responsiveness, Reliability, Assurance, and Emphaty.From the result of the analysis of license-service rendering at the Investment and Licence Office in the City of Tangerang in terms of how far the quality of license service-rendering offered by Investment and License Office in the City of Tangerang is objectively evaluated by the residents of the City of Tangerang, who have had certain licenses processed and are having such licenses processed ( 150 respondents), it can be concluded that the converted lndeks Kepuasan Masyarakat /Public Satisfaction Index (PSI) index Value x Basic Value = 2,74 x 25 = 68,50, signifying that the Service Quality is Good (equivalent to B), and the Performance of the Work Unit is Good (B). The establishment of the Investment and License Office in Tangerang, which, in license service-rendering, has adopted integrated patterns of public service, has been able to give birth to prime quality of license-service rendering so that the community at large can satisfactorily enjoy:1. reasonable, highly-reliable, much better and easier license- procuring process provided by the City Administration Apparatuses.2. avoidance of high cost economy since they obtain a wide array of services from one-roofed services agency.3. highly motivated economic activity, particularly among business players due to easier and more convenient process to license procurement.4. change and improvement in the behavior and attitude of apparatuses of Tangerang City Administration, who give first-scale priority of improved service-rendering to the public.The Tangerang-based Investment and License Office is expected to be able to disseminate more transparent system and procedure of license-issuing service to the community at large, which among others, include mechanism, system and procedures, license-procuring requirements, and costs as well as time needed to have the license properly processed. With this transparency upheld, it is expected that the community will have more trustworthy and better understanding of matters pertaining to the license-procuring processes offered by the Tangerang-based Investment and Licence Office."

"Skripsi ini membahas Kualitas Pelayanan pada Badan Penanaman Modal dan Pelayanan Perizinan Terpadu (BPMPZT) Kota Depok. Pendekatan penelitian kuantitatif deskriptif cross sectional, dilakukan dengan survei, wawancara mendalam, pengamatan, dan studi kepustakaan. Teknik analisis menggunakan 5 analisis gap dari Zeithaml, Parasuraman, & Berry. Hasil perlelitian menunjukkan bahwa terdapat kesenjangan dari analisis Gap 1 sampai Gap 5.Hasil perlelitian ini meyarankan bahwa BPMPZT perlu melakukan beberapa hal, yakni : kajian kebutuhan dan harapan masyarakat, penyediaan formulir permohonan penanaman modal dan perizinan pada website BPMPZT Kota Depok, pembuatan standarisasi pelayanan, pendidikan dan pelatihan bagi para pegawai, dan melakukan koordinasi dengan Walikota dan OPD guna menyelesaikan permasalahan Tim Teknis.

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This thesis discusses about analysis of Service Quality in Investment Board and the Integrated Licensing Services Kota Depok. This research is quantitative approach with descriptive design, cross sectional study, survey, in-depth interviews, observation and literature study. Techniques of analysis in this thesis using 5 gap analysis of Zeithaml, Parasuraman, & Berry.

The researcher suggest that Investment Board and the Integrated Licensing Services Kota Depok should do marketing research, education and training for employees, and coordinate with mayor and organizations of regional govemment about problem of technical team."

"Pelayanan publik masih diwarnai oleh pelayanan yang sulit untuk diakses, prosedur yang berbelit-belit ketika harus mengurus suatu perijinan tertentu, biaya yang tidak jelas serta terjadinya praktek pungutan liar dan lain sebaginya. Penelitian ini bertujuan untuk menganalisa bagaimana pelayanan perizinan investasi yang ada di Badan Koordinasi Penanaman Modal (BKPM) Jakarta. Penelitian ini ingin melihat bagaimana kualitas pelayanan dalam hal ini pelayanan perizinan investasi dalam melakukan proses pelayanan. Apakah sudah dapat memenuhi kualitas pelayanan yang baik dan memberikan kepuasan terhadap pengguna pelayanan. Penelitian ini merupakan penelitian deskriptif dengan pendekatan kuantitatif. Teknik pengumpulan data dilakukan melalui penyebaran kuesioner dan Studi kepustakaan untuk mendapatkan data pendukung. Hasil penelitian didapatkan bahwa kualitas pelayanan perizinan yang ada di Badan Koordinasi Penanaman Modal (BKPM) sudah baik. Dilihat dari fasilitas dan kenyamanan yang diberikan, namun perlu untuk ditingkatkan kembali ketepatan pengerjaan perizinan dengan SOP yang telah ada.

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There many difficulties in accessing public services. Tough procedures

involver, when people should have particular permission, pay certain amount of money, illegal fees, etc. This research aims to analyses the quality of license investment services in investment coordinating board, Jakarta.

This research will depict the quality of service in the process of giving license in investment, wheatear it already fulfill good services qualities and give satisfaction to the user. This tesis is a description research and use quantitative approach. Techniques of data collection are done through questionnaires study to obtain supporting data.

From the result of this research, the quality of license investment services in Investment Coordination Board is good. It can be seen from facilities and comfort that have been given. Nevertheless, the appropriate usage permissions with the existing SOPs need to be enhanced in order to increase the quality of license investment services and improve the investment climate in Indonesia."

"Skripsi ini membahas persepsi masyarakat terhadap kualitas pelayanan perizinan SIUP dan IMB di BPMP2T Kota Depok. Penelitian ini adalah penelitian kuantitatif dengan desain deskriptif. Hasil penelitian menyatakan bahwa waktu pembuatan melebihi waktu resmi yang ditentukan oleh BPMP2T. Hal ini terjadi karena kurangnya koordnasi antara BPMP2T dengan dinas-dinas teknis. Peneliti menyarankan bahwa perlu adanya realisasi penyatuan dinas-dinas teknis dengan BPMP2T agar lebih mempermudah koordinasi pelayanan perizinan dan memangkas waktu proses pembuatan peizinan SIUP dan IMB. Simpulan hasil penelitian menunjukkan bahwa kualitas pelayanan perizinan SIUP dan IMB di BPMP2T Kota Depok sudah tergolong baik, hanya saja masih perlu ditingkatkan lagi koordinasi dengan dinas teknis, kecamatan dan kelurahan.

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Focus of this study is Society Perception about Quality of SIUP and IMB Licensing Service on BPMP2T Depok City. This research is quantitative which use descriptive interpretative. The results of research stated that time the manufacture of exceeding the official time prescribed by BPMP2T. It happened because of a lack of coordination between BPMP2T with technical team. Researcher suggest that requires the realization of the unification of technical team with BPMP2T to be more facilitate coordination permit service and cut the time the process of making SIUP and IMB licensing service. Summary of this research show that Quality of SIUP and IMB Licensing Service on BPMP2T Depok City is good, but it still need to increase coordination with technical team, subdistrict and village government."

"Persetujuan dan perizinan penyelenggaraan penanaman modal, baik penanaman modal asing maupun penanaman modal dalam negeri merupakan salah satu langkah yang harus dilakukan oleh penanam modal (investor) sebelum pihaknya melakukan penanaman modal. Untuk itu persetujuan dan perizinan penanaman modal menjadi salah satu pertimbangan panting bagi para penanam modal yang akan melakukan penanaman modal di suatu wilayah. Persetujuan dan perizinan penanaman modal yang mudah, sederhana, dan tidak berbelit-belit merupakan salah satu pertimbangan, bahkan dapat juga berperan sebagai salah satu pendorong bagi penanam modal untuk melakukan penanaman modal. Disamping pertimbangan ekonomi atau keuntungan (profit) yang bakal diperoleh dari penanaman modal yang akan dilakukannya. Selain itu, para penanam modal juga memperhatikan dan mempertimbangkan faktor-faktor lainnya seperti kondisi keamanan, perburuhan, perpolitikan, kepastian hukum dari negara yang akan menjadi tempat mereka menanamkan modalnya.Berkaitan dengan persetujuan dan perizinan penanaman modal, maka untuk mendorong penanaman modal di tanah air Pemerintah mengeluarkan Keputusan Presiden Republik Indonesia Nomor 29 Tahun 2004 tentang Penyelenggaraan Penanaman Modal Dalam Rangka Penanaman Modal Asing dan Penanaman Modal Dalam Negeri Melalui Pelayanan Satu Atap. Keputusan presiden tersebut merupakan salah satu kebijakan pemerintah untuk menyederhanakan persetujuan dan perizinan penanaman modal asing dan penanaman modal dalam negeri. Dengan keputusan presiden tersebut bahwa pelayanan persetujuan dan perizinan dalam rangka penanaman modal asing dan penanaman modal dalam negeri dilakukan oleh Badan Kordinasi Penanaman Modal (BKPM) dengan sistem pelayanan satu atap (one roof service). Pelayanan dengan sistem satu atap untuk memperoleh persetujuan dan perizinan penanaman modal merupakan suatu kebutuhan yang telah lama ditunggu dan dinantikan oleh para penanam modal. Namun konsep pelayanan dengan sistem satu atap yang terdapat dalam Keputusan Presiden Nomor 29 Tahun 2004 tersebut berdasarkan perspektif penanam modal belum menunjukkan dan menciptakan iklim yang kondusif bagi penanam modal. Terutama sekali ketentuan untuk mendapatkan persetujuan dan perizinan penanaman modal yang hams dilakukan di BKPM.Para penanam modal menginginkan dan membutuhkan pelayanan dengan sistem satu atap untuk memperoleh persetujuan dan perizinan penanaman modal dapat dilakukan di daerah melalui intansi penyelenggara penanaman modal yang terdapat di daerah dimana penanaman modal akan dilakukan. Menariknya bahwa konsepsi persetujuan dan perizinan penanaman modal telah mengalami perubahan dan perkembangan dan waktu ke waktu. Namun konsepsi pelayanan persetujuan dan perizinan penanaman modal dengan sistem satu atap yang terdapat dalam keputusan presiden tersebut lebih terlihat pada upaya untuk mengembalikan sentralisasi persetujuan dan perizinan penanaman modal dari pada memberikan pelayanan yang mudah dan sederhana kepada para penanam modal."