p–ISSN: 2723 - 6609 e-ISSN: 2745-5254
Vol. 5, No. 9 September 2024 http://jist.publikasiindonesia.id/
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3210
Responsiveness of the Investment Office and One-Stop
Integrated Services of East Luwu Regency in the Service of
Trade Business Licenses
Joyakin Damanik
1*
, Sangkala
2
, Agus Santosa
3
Universitas Terbuka, Indonesia
1,3
Universitas Hasanuddin, Indonesia
2
Email:
1*
2
,
3
*Correspondence
ABSTRACT
Keywords:
responsiveness; service
quality; siup.
The responsiveness of the Trading Business License (SIUP)
licensing service provider is very important to create a
pleasant and excellent licensing service system.
Simplification of the number and types of licensing and non-
licensing has been carried out, from 142 types to 34 types.
Through the online system, it is easier for applicants to
register and monitor the flow of permits and can speed up
the licensing process time, one day service. The Department
of Investment and One Stop Integrated Services
(DPMPTSP) has made various efforts to increase the
responsiveness of SIUP services, but based on preliminary
research conducted by researchers, it shows that the level of
responsiveness of the East Luwu Regency DPMPTSP is still
not optimal, being in the "sufficient" category. This research
aims to analyze the level of responsiveness and factors that
hinder the responsiveness of SIUP services in DPMPTSP
East Luwu Regency. The research used a descriptive
quantitative approach, with a questionnaire instrument to
collect data from 100 respondents from a population of 1,342
people. The sample taker used a simple random sampling
technique. Data processing using SPSS version 22, was then
analyzed using Weight Means Score (WMS). The level of
responsiveness of DPMDPTSP East Luwu Regency in SIUP
services, an average of 3.41 (fair) indicates that
responsiveness is not optimal, especially in terms of speed
of service, timeliness of service, and response to every
applicant's complaint as stated by Zeithaml et al (1990) that
Responsiveness is the willingness and readiness to help
provide immediate service, such as punctuality of service,
responding to every applicant, service quickly, precisely and
carefully.
Responsiveness of the Investment Office and One-Stop Integrated Services of East Luwu
Regency in the Service of Trade Business Licenses
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3211
Introduction
The responsiveness of the government as a service provider is very important in
administrative services such as trade business licenses. This permit is urgently needed by
the community as proof of the legalization of a trading business from the government
which must be owned by people or entities that have small-scale to large-scale trading
businesses. (Hilson, 2020).
The responsiveness needed and expected by the service recipient is as stated by
(Anandita & Rahmawati, 2024) Responsiveness, willingness, and promptness to help
serve immediately such as the timeliness of service, responding to each requester, fast,
precise, meticulous service, right time, and all customer complaints are responded to by
the officer.
Business license services are the affairs of the Regional Government that issue
permit documents based on Regional Regulations or other regulations that state the
legality of business or activities. (Erdiawati, 2023; Yıldız & Kural, 2020).
The responsiveness of service providers is currently still not optimal, as can be seen
from the complaints of service recipients, regarding the length of completion and service,
and the absence of follow-up to the complaints of service recipients.
Low bureaucratic responsiveness is indicated by the number of complaints from
service users about the implementation of public services the indication of low
responsiveness is seen from the many complaints of service users against the
implementation of public services. (Arfan, Mayarni, & Nasution, 2021; Datutusta,
Rochmah, & Amin, 2020).
Table 1
Number of SIUP and TDP Services in 2016 -2018
Year
Sum
Percentage (%)
2016
507
38%
2017
474
35%
2018 (as of July
31)
361
27%
Total
1342
100%
The number and types of permits and non-permits have been simplified, to 34 types
from the previous 142. Implementing an online application to make it easier for
applicants to manage permits. Applicants are made easier to register and monitor their
licensing flow and can speed up the licensing process time given, one-day services,
simplified permits, SIUP requirements, and Company Registration Certificate (TDP) are
equalized.
The results of the initial research conducted by researchers on the community in
Nuha, Towuti, and Wasuponda sub-districts that take care of SIUP, showed:
Table 2 The results of the initial research
Indicator
Score
Criterion
Joyakin Damanik, Sangkala, Agus Santosa
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3212
Officers' readiness to help the community
2,87
Enough
Responding to any complaints
2,67
Enough
Ease of licensing requirements
3,00
Enough
Speed, alertness, in serving
2,93
Enough
Service meticulousness
2,73
Enough
Timeliness of SIUP completion
2,83
Enough
SIUP services show that they are not optimal in terms of increasing responsiveness.
(Sharma, Metri, Dwivedi, & Rana, 2021) Stated that to provide services to the
community that are successful and effective, they are faced with various problems,
including aspects of government apparatus, society, laws and regulations, procedural
mechanisms, facilities and infrastructure, and funds.
According to (Sondakh, Sambiran, & Kumayas, 2020) The low responsiveness of
business license services is caused by the lack of competence of bureaucrats in listening
to and meeting customer needs. To improve responsiveness, customer listening skills
such as surveys, customer follow-ups, community surveys, customer contacts, customer
contact reports, customer councils, focus groups, customer interviews, and customer
service training (Zingmark & Kylén, 2023) Are needed.
Research Methods
The study used a descriptive quantitative approach with a questionnaire as an
instrument to collect data from 100 respondents from 1,342 populations. The sample was
taken using a simple random sampling technique. The data was processed with SPSS
version 22 and analyzed using Weight mean score (WMS). The data used consisted of
primary and secondary data.
The number of samples is determined using the Slovin formula as follows:
𝑁
n =
1 + (𝑁 𝑥 𝑒²)
Information:
n=Sample size/number of respondents
N=Population size
e= error tolerance limit (0.1)
Known
N = 1342 people
So the number of research samples obtained is as follows:
1342
So n =
1 + (1342 𝑥 0.1²)
=93,06
Responsiveness of the Investment Office and One-Stop Integrated Services of East Luwu
Regency in the Service of Trade Business Licenses
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3213
The result was 93.06, rounded to 93, to facilitate data processing, the number of
samples was rounded up to 100 people.
Table 3 Responsiveness Measurement
Score
Category
Response with a score of 1
Strongly disagree
Response with a score of 2
Disagree
Response with a score of 3
Simply Agree
Response with a score of 4
Agree
Response with a score of 5
Strongly Agree
Sumber: Sugiyono (2016:93) Skala Likert
Based on the table above, score categories range from 1 to 5, with an interval of 0.8
between each criterion, by subtracting the highest score (5) from the lowest score (1),
then dividing by the number of criteria (there are 5). The calculation method uses the
Weight Means Score (WMS) formula, by (Apriliani, Salbiah, & Wulandari, 2023).
Table 4 Interpretation Criteria based on the Weight Means Score (WMS) Formula
Assessment Criteria
Interpretation number interval
Very Bad
1,00 – 1,80
Bad
1,81 - 2,61
Enough
2,62 – 3,42
Good
3,43 – 4,23
Excellent
4,24 - 5,00
Source: (Sugiyono, 2016)
According to (Apriliani et al., 2023) In the journal data obtained from the field and
then processed based on respondents' answers through a questionnaire using the Weight
means score (WMS) formula:
Information:
M Acquisition of interpretation criteria
f= Answer frequency
x= Weighting of the value scale (score)
∑= Summing
n = sum of all respondents' answers
Results and Discussion
Table 5 Validity and Reliability Test of Responsivitas Instrument statement item
number 1-25
Item
r calculate
r table
Information
1
0,550
0,195
Valid
M=∑f(x)/n
Joyakin Damanik, Sangkala, Agus Santosa
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3214
Item
r calculate
r table
Information
2
0,531
0,195
Valid
3
0,609
0,195
Valid
4
0,522
0,195
Valid
5
0,635
0,195
Valid
6
0,756
0,195
Valid
7
0,831
0,195
Valid
8
0,688
0,195
Valid
9
0,511
0,195
Valid
10
0,734
0,195
Valid
11
0,791
0,195
Valid
12
0,846
0,195
Valid
13
0,819
0,195
Valid
14
0,747
0,195
Valid
15
0,842
0,195
Valid
16
0,800
0,195
Valid
17
0,776
0,195
Valid
18
0,748
0,195
Valid
19
0,862
0,195
Valid
20
0,516
0,195
Valid
21
0,322
0,195
Valid
22
0,523
0,195
Valid
23
0,320
0,195
Valid
24
0,616
0,195
Valid
25
0,436
0,195
Valid
Table 6 Reliability Test Results
Variable
Cronbach’s
Alpha
Alpha
Information
Responsiveness
0,892
0,600
Reliable
The above result shows that all items are valid, because r count is greater than r
table. The results of the value of the Cronbach's Alpha coefficient of all variables showed
the value of the Cronbach's Alpha coefficient> 0.600. This indicates that each of these
research instruments has a good level of reliability.
Table 7 Validity Test Results Factors that Hinder Responsiveness
Item
r calculate
r table
Information
1
0,411
0,361
Valid
2
0,708
0,361
Valid
3
0,645
0,361
Valid
4
0,549
0,361
Valid
5
0,504
0,361
Valid
6
0,411
0,361
Valid
7
0,375
0,361
Valid
8
0,495
0,361
Valid
9
0,354
0,361
Invalid
10
0,487
0,361
Valid
11
0,438
0,361
Valid
12
0,418
0,361
Valid
Responsiveness of the Investment Office and One-Stop Integrated Services of East Luwu
Regency in the Service of Trade Business Licenses
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3215
Item
r calculate
r table
Information
13
0,525
0,361
Valid
14
0,405
0,361
Valid
15
0,368
0,361
Valid
16
0,371
0,361
Valid
17
0,519
0,361
Valid
18
0,517
0,361
Valid
19
0,360
0,361
Invalid
20
0,465
0,361
Valid
21
0,439
0,361
Valid
22
0,571
0,361
Valid
23
0,480
0,361
Valid
24
0,400
0,361
Valid
25
0,442
0,361
Valid
26
0,385
0,361
Valid
27
0,418
0,361
Valid
28
0,445
0,361
Valid
29
0,378
0,361
Valid
30
0,331
0,361
Invalid
31
0,369
0,361
Valid
32
0,394
0,361
Valid
33
0,394
0,361
Valid
The above result shows that all items are valid, because r count is greater than r
table. Items number 9, 19, and 30 are invalid because the value of the r count is smaller
than the r of the table (0.361). The three items are not used in the subsequent calculations.
Table 8 Reliability Test Results
Variable
Cronbach’s Alpha
Alpha
Information
Factors that can hinder responsiveness
0,901
0,600
Reliable
The results of the value of the Cronbach's Alpha coefficient of all variables showed
the value of the Cronbach's Alpha coefficient> 0.600. This indicates that each of these
research instruments has a good level of reliability.
Responsiveness variables and inhibiting factors
Table 9 Recapitulation of Responsiveness Variables (n = 100)
Indicator
Score
Criterion
Responding well to applicants
3,45
Good
Assisting applicants
3,46
Good
Informing
3,56
Good
Staff friendliness
3,58
Good
Courtesy of the officer
3,55
Good
Dimension Responding to each applicant
17,60/3
=∑ scores/number of indicators
3,52
Good
Fast Service
Speed of processing applications
3,32
Enough
Officers do not delay service
3,40
Enough
Ease of Procedure Licensing requirements
3,55
Good
Joyakin Damanik, Sangkala, Agus Santosa
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3216
Service Dimensions at a Time
10,27/3
=∑ scores/number of indicators
3, 42
Enough
Proper Service
Service to the applicant's expectations
3,38
Enough
Meet the needs of the applicant
3,40
Enough
Meet the wishes of the applicant
3,42
Enough
No service errors
3,58
Good
Conformity with the procedure
3,42
Enough
Precise Service Dimensions
17,20/5
=∑ scores/number of indicators
3,44
Good
Careful Service
Focus on providing services
3,52
Good
Officers' seriousness
3,53
Good
Officers' thoroughness
3,55
Good
Careful Service Dimensions
10,60
=∑ scores/number of indicators
3,53
Good
Timeliness
Punctuality of serving
3,47
Good
Certainty of the time to complete the permit
3,52
Good
Timeliness of licensing completion
3,09
Enough
Dimension of Timekeeping
10,08/3
=∑ scores/number of indicators
3,36
Enough
Responding to any complaints
Officers respond to the applicant's complaint
3,40
Enough
The ability of officers to respond quickly to complaints
3,25
Enough
Give a deadline for resolving complaints
2,79
Enough
The best solution to complaints
2,83
Enough
Complaint management mechanism in place
3,58
Good
Availability of compliant media
3,60
Good
Dimension Responding to every complaint
19,45/6
=∑ scores/number of indicators
3,24
Enough
=∑score/sum of all indicators
85,20/25
Average score of interpretation numbers
3,41
Enough
Table 10 Recapitulation of Factors Hindering the Responsiveness of Government
Apparatus
Indicator
Score
Criterion
Consistency and consequences (leader - subordinate)
3,43
Good
Employee discipline
3,46
Good
Professionalism
3,42
Enough
The welfare of government apparatus in the form of
income is still below standard
3,43
Good
Work motivation
3,45
Good
Disclosure of information
3,52
Good
Dimension of Government Apparatus
20,71/6
=∑ scores/number of indicators
3,45
Good
Applicant Society
Community values, supporting service improvement
3,43
Good
Applicant's openness to service improvement
3,45
Good
Heterogeneous levels of education support improved
services
3,43
Good
Responsiveness of the Investment Office and One-Stop Integrated Services of East Luwu
Regency in the Service of Trade Business Licenses
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3217
Community discipline and social responsibility
3,44
Good
People's income is inadequate so high service costs are
still felt
3,43
Good
Public legal awareness
3,44
Good
Dimension of the Applicant's Society
20,62 /6
=∑ scores/number of indicators
3,44
Good
Laws and Regulations
SIUP regulations are good not overlapping
3,40
Enough
Implementation of regulations that guarantee the career of
the system
3,35
Enough
Dimension of Laws and Regulations
6,75/2
=∑ scores/number of indicators
3,38
Enough
Mechanism of Procedure
Availability of Implementation and technical
instructions
3,55
Good
Adequate information system
3,56
Good
There are differences in interests in service objectives
3,51
Good
Direct supervisor supervision
3,47
Good
Dimension of Procedure Mechanism
14,09/4
=∑ scores/number of indicators
3,52
Good
Facilities and Infrastructure
Adequate workplace
3,48
Good
Adequate equipment quantitatively and qualitatively
3,45
Good
Adequate service facilities
3,43
Good
Dimensions of Facilities and Infrastructure
10,36/3
=∑ scores/number of indicators
3,45
Good
Funds
Availability of funds
3,62
Good
Efficiency of funds
3,60
Good
Fund Dimensions
7,22/2
=∑ scores/number of indicators
3,61
Good
Hearing Ability
Applicant satisfaction surveys are conducted
periodically
3,52
Good
The complainant's complaint/complaint is followed
up, setting a deadline for responding.
2,89
Enough
Effectiveness of advice media, complaint service
number
3,04
Enough
Management of complaint follow-up records/reports
3,39
Enough
A focus group discussion was held
3,15
Enough
Interview the applicant to find out the complaint
3,46
Good
Competence of officers to respond to complaints
3,41
Enough
Hearing Dimension
22,86/7
=∑ scores/number of indicators
3,27
Enough
=∑ score/sum of all indicators
102,61/30
Average score of interpretation numbers
3,42
Enough
Responding to Each Applicant
Responding to each applicant according to (Anggrini, Hafni, Rahman, Bakar, &
Fazil, 2024) Is related to the attitude of the officers/apparatus in providing services seen
from politeness and friendliness, and includes a good communication attitude.
Joyakin Damanik, Sangkala, Agus Santosa
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3218
The results of observation and analysis showed that the communication between
the officers and the applicant was good, directing to the front desk, and helping to fill out
manual and online forms. The average score of "responding to each applicant" is 3.52
(good category). The service is polite, friendly, and informative.
Fast Service
The speed of service, according to (Suadi, Nurlinah, & Syamsu, 2024) Is the
promptness and sincerity of officers in answering questions or requests from the
community, quickly and easily. Fast service is the speed of processing the applicant's
application, not delaying the service, and the ease of the licensing requirements
procedure. The results of the analysis of "service quickly" have an average score of 3.42
(adequate). This shows that the speed of serving SIUP licensing services is not optimal
and needs to be improved to be more responsive.
Proper service
Appropriate services according to the needs, expectations, and desires of the
community, with correct and error-free procedures. So that no one feels disadvantaged,
and service products are received correctly, appropriately, and legally. The analysis
shows that the accuracy of SIUP services is good, with an average score of 3.44 (good).
However, the service has not been to the expectations of the community.
Meticulous service
Meticulousness in serving, according to (Batalden & Foster, 2021) Careful service
is always focused and earnest in providing services to the community. Meticulousness in
serving is the ability of officers to always focus and earnestly, thoroughly, and
meticulousness in serving is also seen from the accuracy of service by standard operating
procedures (SOPs). The results of the "Careful" analysis have an average score of 3.53
(good), the officers are careful, earnest, focused, and meticulous in providing SIUP
services.
Service at the right time
Punctuality of service, service at the right time according to (Tijsma et al., 2020)
This means that the implementation of community services will be completed within a
predetermined period. By the licensing time standards, it can provide certainty of service
time to the applicant.
The results of the "punctuality" analysis have an average score of 3.36 (adequate),
the timeliness of SIUP services is still not optimal. The completion of the permit exceeds
the deadline specified in the SOP. Needs to be improved.
Responding to all complaints
Each leader of a public service delivery unit is obliged to complete every complaint
report, or public complaint regarding dissatisfaction in providing services according to
his authority. (Marumahoko, 2023). Service providers must respond to each applicant's
complaint, set a deadline for resolution, and provide the best solution.
The results of the analysis showed that "responding to every complaint" SIUP
applicant had an average score of 3.24 (adequate), meaning that it was not optimal to
respond to all complaints, because the deadline for resolving complaints had not been
determined with the lowest score of 2.79 (sufficient). The solutions provided in meeting
the needs and expectations of applicants with a score of 2.83 (adequate) still need to be
improved.
Factors that hinder responsiveness
Government Apparatus (service provider)
Responsiveness of the Investment Office and One-Stop Integrated Services of East Luwu
Regency in the Service of Trade Business Licenses
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3219
Apparatus is an employee who carries out service duties that have discipline
professionalism, and disclosure of service information. The results of the analysis
"Government apparatus" have an average score of 3.45 (good), meaning that SIUP
services are good, and employees who carry out service tasks have discipline
professionalism, and information disclosure.
Community (Applicant)
The value system that applies in the community is needed through involvement and
openness, discipline, and social responsibility in receiving services, providing input,
submitting complaints, and obeying the obligation to have a SIUP as proof of the legality
of the business owned.
The results of the analysis of "applicant community" have an average score of 3.44
(good) which shows that increasing the responsiveness of SIUP services has been good,
meaning that the community culture supports services, including in terms of submitting
complaints, the level of discipline and responsibility for receiving services and
compliance with laws and regulations. The community has legal awareness of taking care
of SIUP as an obligation.
Legal Rules
SIUP laws and regulations that do not overlap and the implementation of
regulations that guarantee the career of the system. Regulations are socialized to the
public so that they are understood by the public, as a reference and basis in managing
permits.
The results of the analysis of "laws and regulations" have an average score of 3.38
(sufficient) which illustrates that the laws and regulations to improve the responsiveness
of SIUP services are not optimal, there is an overlap between SIUP regulations and
regulations that guarantee the system's career is not optimal, therefore, it is necessary to
carry out socialization and increase the implementation of these regulations.
Mechanism and Procedure
Task mechanisms and procedures, implementation, and technical instructions have
been provided, the information system supports licensing services properly. Supervisor
supervision is carried out. The results of the "Procedural Mechanism" analysis showed an
average score of 3.52 (good). This means that the information system is adequate to
support the service, the implementation and technical instructions are complete, and the
supervisor supervises well.
Conclusion
Based on the results of the research on the level of responsiveness and the factors
that inhibit the responsiveness of the East Luwu Regency Investment and One-Stop
Integrated Service Office (DPMDPTSP) in SIUP services, it can be concluded that the
level of service responsiveness is still not optimal, especially in terms of service speed,
timeliness, and response to each applicant's complaint. Several factors hinder
responsiveness, including the existence of overlapping SIUP regulations and the
implementation of regulations that ensure a system career that is not optimal. In addition,
competence in listening to meet the needs of applicants to improve the responsiveness of
SIUP services also needs to be improved.
Joyakin Damanik, Sangkala, Agus Santosa
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3220
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