Analisis Kualitas Pelayanan Perizinan Usaha Restoran Melalui Penerapan Online Single Submission (OSS) di Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Provinsi DKI Jakarta
Abstract
Penelitian ini bertujuan untuk menganalisis kualitas pelayanan perizinan usaha restoran melalui sistem Online Single Submission (OSS) di Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (DPMPTSP) Provinsi DKI Jakarta. Dengan penerapan OSS, diharapkan proses perizinan menjadi lebih transparan, efisien, dan cepat. Metode penelitian yang digunakan adalah pendekatan deskriptif kualitatif dengan pengumpulan data melalui observasi, wawancara, dan kuesioner kepada pelaku usaha restoran yang menggunakan layanan OSS. Hasil penelitian menunjukkan bahwa penerapan OSS memberikan beberapa manfaat, seperti kemudahan akses layanan secara daring dan peningkatan transparansi dalam prosedur perizinan. Namun, terdapat beberapa kendala yang mempengaruhi kualitas pelayanan, antara lain masalah teknis dalam sistem OSS, keterbatasan sumber daya manusia yang belum sepenuhnya siap, serta kurangnya pemahaman dari pelaku usaha terhadap penggunaan sistem tersebut. Di samping itu, kecepatan dan responsivitas petugas juga masih menjadi perhatian utama dalam upaya peningkatan kualitas layanan. Penelitian ini menyarankan beberapa langkah perbaikan, seperti peningkatan pelatihan bagi petugas, peningkatan sosialisasi kepada pelaku usaha, serta pembenahan infrastruktur teknologi untuk mendukung kinerja OSS. Dengan mengatasi kendala-kendala tersebut, diharapkan DPMPTSP Provinsi DKI Jakarta dapat meningkatkan kualitas pelayanan perizinan secara menyeluruh, mendukung iklim usaha yang lebih kondusif, dan mendorong pertumbuhan sektor bisnis di DKI Jakarta.
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