MBR (Management and Business Review)
Vol 2 No 2 (2018): Desember

Pengaruh kualitas pelayanan Ijin Mendirikan Bangunan (IMB) terhadap kepuasan masyarakat

Henny Wuryanti K (Magister Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Trunojoyo Madura, Indonesia)
Nurita Andriani (Magister Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Trunojoyo Madura, Indonesia)
Mohammad Arief (Jurusan Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Trunojoyo Madura, Indonesia)

Article Info

Publish Date
27 Dec 2018

Abstract

The study aims to determine the effect of the quality of licensing services for Building Construction Permits (IMB) including physical evidence, reliability, responsiveness, assurance, empathy for community satisfaction in the services of the Public Works Office of Cipta Karya and Spatial Planning in Surabaya. The sampling technique uses purposive sampling with a sample size of 187, using data analysis is PLS (Partial Least Square). The results showed that physical evidence, reliability, responsiveness, assurance, and empathy had a significant positive effect on community satisfaction of users of IMB permit services in Surabaya Public Works and Spatial Planning Office.

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Journal Info
MBR (Management and Business Review)
Website

Abbrev

mbr

Publisher

Universitas Kanjuruhan Malang

Subject

Economics, Econometrics & Finance Social Sciences

Description

MBR (Management and Business Review) covers in detail a large variety of topics in management and business. The journal aims to disseminate knowledge derived from the results of empirical research on organizations, people, systems, and events in the field of management and business. The journal ...