@inproceedings{0594bdb0abc14e429c7d35f83c5c13c5,
title = "Service quality improvement design for business trading license in electronic integrated licensing service",
abstract = "Acceleration of licensing services in Indonesia is needed to increase the ease of doing business (EODB) ranking. The Indonesian government has created an electronic integrated licensing service portal known as the Online Single Submission (OSS) system which is managed by the Investment Coordinating Board, where in its implementation with 42% delay in the completion of the Business Trading License (SIUP) by October 2020. This research aims to make a design to improve the service quality of SIUP through OSS based on priority services involving 51 respondents. The method used in this research is e-SQual to determine gap scoring between perceptions and expectations of service quality for business trading license in electronic integrated licensing service via OSS system and Kano Model is used to identify improvement attributes and service improvement priorities that may be implemented by Investment Coordinating Board as system service providers. This research produces priority service quality improvements that are expected by the community as service users for better system.",
keywords = "E-SQual, Investment Coordinating Board, Kano Model, Online Single Submission, Service quality",
author = "Yunita, {Kiki Rizki} and M. Dachyar and Gabriel, {Djoko Sihono}",
note = "Publisher Copyright: {\textcopyright} IEOM Society International.; 11th Annual International Conference on Industrial Engineering and Operations Management, IEOM 2021 ; Conference date: 07-03-2021 Through 11-03-2021",
year = "2021",
language = "English",
isbn = "9781792361241",
series = "Proceedings of the International Conference on Industrial Engineering and Operations Management",
publisher = "IEOM Society",
pages = "1749--1759",
booktitle = "Proceedings of the 11th Annual International Conference on Industrial Engineering and Operations Management, 2021",
}