Analysis of Public Satisfaction Levels with OSS-Based Business Licensing Services at the DPMPTSP of Bangkalan Regency

Penelitian ini bertujuan untuk menganalisis tingkat kepuasan masyarakat terhadap pelayanan perizinan berusaha berbasis OSS di DPMPTSP Kabupaten Bangkalan. Rumusan masalah dalam penelitian ini adalah bagaimana tingkat kepuasan masyarakat terhadap pelayanan perizinan berusaha berbasis OSS di DPMPTSP Kabupaten Bangkalan.

Penelitian ini menggunakan variabel pengukuran kepuasan masyarakat menurut Wardhana, yaitu efisiensi (efficiency), keandalan sistem (system reliability), pemenuhan (fulfillment), privasi (privacy), responsivitas (responsiveness), kompensasi (compensation), kontak (contact). Metode penelitian yang digunakan adalah pendekatan deskriptif kuantitatif. Teknik pengambilan sampel menggunakan simple random sampling dengan jumlah sampel sebanyak 100 dari total populasi pengguna Online Single Submission (OSS) yang berjumlah 10.186 pengguna. Teknik analisis data menggunakan analisis data kuantitatif dan analisis deskriptif.

Hasil penelitian menunjukkan bahwa tingkat kepuasan masyarakat terhadap pelayanan perizinan berusaha berbasis OSS di DPMPTSP Kabupaten Bangkalan berada pada kategori puas hingga sangat puas. Indikator dengan nilai tertinggi adalah indikator privasi pada aspek keamanan data pribadi pemohon, yang berada pada kategori sangat puas. Sementara itu, indikator dengan nilai terendah adalah keandalan sistem pada aspek tingkat minimnya error atau gangguan teknis saat menggunakan sistem OSS, yang berada pada kategori puas dengan persentase sebesar 67,4%. Hal ini menunjukkan bahwa meskipun OSS telah memberikan kemudahan dan efisiensi dalam pelayanan perizinan berusaha, namun masih diperlukan upaya perbaikan pada sistem untuk meningkatkan kualitas pelayanan serta kepuasan masyarakat secara optimal.

Kata Kunci: Kepuasan masyarakat, pelayanan publik, Online Single Suibmission (OSS)

This study aims to analyze the level of community satisfaction with business licensing services based on the Online Single Submission (OSS) system at the Investment and One-Stop Integrated Services Office (DPMPTSP) of Bangkalan Regency. The research problem addressed in this study is how the level of community satisfaction with OSS-based business licensing services at DPMPTSP Bangkalan Regency can be described.

This study employs community satisfaction measurement variables proposed by Wardhana, which include efficiency, system reliability, fulfillment, privacy, responsiveness, compensation, and contact. The research method used is a descriptive quantitative approach. The sampling technique applied is simple random sampling, with a total sample of 100 respondents drawn from a population of 10,186 OSS service users. Data analysis techniques consist of quantitative data analysis and descriptive analysis.

The results of the study indicate that the level of community satisfaction with OSS-based business licensing services at DPMPTSP Bangkalan Regency falls within the satisfied to very satisfied category. The indicator with the highest score is privacy, particularly in terms of the security of applicants’ personal data, which is categorized as very satisfied. Meanwhile, the lowest-scoring indicator is system reliability, especially regarding the minimal occurrence of errors or technical disruptions when using the OSS system, which is categorized as satisfied with a percentage of 67.4%. These results indicate that although the OSS system has provided convenience and efficiency in business licensing services, improvements to the system are still required to enhance service quality and optimize community satisfaction.

Keywords: community satisfaction, public services, Online Single Submission (OSS)