Analisis Tingkat Kepuasan Masyarakat Terhadap Pelayanan Dinas Tata Ruang Dan Tata Bangunan Dalam Pengurusan Izin Membangun Bangunan (IMB) di Kota Medan

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.

Universitas Sumatera Utara

2

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.

Universitas Sumatera Utara

3