ANALISIS KEPUASAN MASYARAKAT TERHADAP PELAYANAN IMB MELALUI APLIKASI SIMBG DI KOTA DENPASAR

Abstract

Izin Mendirikan Bangunan (IMB) adalah salah satu prosedur perijinan yang harus dipenuhi dalam suatu kegiatan penataan sekaligus pengendalian ruang. Direktorat Bina Penataan Bangunan Ditjen Cipta Karya Kementerian PUPR telah mengembangkan Sistem Informasi Manajemen Bangunan Gedung (SIMBG). Dalam pelaksanaannya di lapangan masih ditemukan permasalahan. Kepuasan masyarakat terhadap Sistem SIMBG dapat diukur dari yang terdiri dari dimensi kualitas sistem, kualitas informasi, kualitas pelayanan dan kebermanfaatan masyarakat. Penelitian ini bertujuan untuk mengetahui hubungan antara kualitas sistem, kualitas informasi, kualitas pelayanan dan kebermanfaatan masyarakat (perceived usefulness) terhadap kepuasan pemohon. Indikator terlemah dari setiap dimensi tersebut mengindikasikan perlunya perbaikan untuk meningkatkan implementasi sistem SIMBG. Penelitian ini adalah penelitian dengan pendekatan kuantitatif, yakni penelitian yang menggunakan data terukur, dan menghasilkan simpulan yang dapat digeneralisasi. Penelitian ini dilakukan dengan metode survey menggunakan kuesioner yang disebarkan ke pemohon IMB. Pengolahan dan analisis data menggunakan metode SEM (Struktural Equation Modeling) dengan bantuan software aplikasi SmartPLS. Hasil penelitian ini adalah Kualitas sistem, kualitas informasi dan kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pemohon dengan nilai t statistik > nilai t tabel (1,96) dan kebermanfaatan masyarakat mampu memediasi hubungan antara kualitas sistem, kualitas informasi dan kualitas pelayanan dengan kepuasan pemohon.

The Building Permit (IMB) is one of the licensing procedures that must be met in an activity as well as spatial control. The Directorate of Building Arrangements, Directorate General of Human Settlements, Ministry of PUPR has developed a Building Management Information System (SIMBG). In its implementation in the field, the problems were still found. Community satisfaction with the SIMBG system can be measured from the dimensions of system quality, information quality, service quality and perceived usefulness. The purpose of this study is to determine the relationship between system quality, information quality, service quality and perceived usefulness to applicant satisfaction. The weakest indicator of each of these dimensions indicates the need for improvement to improve the implementation of the SIMBG system. This research was a research with a quantitative approach, namely research that uses measured data, and produces conclusions that can be generalized. This research was carried out using a survey method using a questionnaire distributed to IMB applicants. Data processing and analysis used the SEM (Structural Equation Modeling) method with the help of SmartPLS application software. The results of this study were system quality, information quality and service quality have a positive and significant effect on applicant satisfaction with a statistical t value > t table value (1.96) and perceived usefulness were able to mediate the relationship between system quality, information quality and quality. service to the satisfaction of the applicant.