Service quality improvement design for business trading license in electronic integrated licensing service

Kiki Rizki Yunita, M. Dachyar, Djoko Sihono Gabriel

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

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.

Original languageEnglish
Title of host publicationProceedings of the 11th Annual International Conference on Industrial Engineering and Operations Management, 2021
PublisherIEOM Society
Pages1749-1759
Number of pages11
ISBN (Print)9781792361241
Publication statusPublished - 2021
Event11th Annual International Conference on Industrial Engineering and Operations Management, IEOM 2021 - Virtual, Online
Duration: 7 Mar 202111 Mar 2021

Publication series

NameProceedings of the International Conference on Industrial Engineering and Operations Management
ISSN (Electronic)2169-8767

Conference

Conference11th Annual International Conference on Industrial Engineering and Operations Management, IEOM 2021
CityVirtual, Online
Period7/03/2111/03/21

Keywords

  • E-SQual
  • Investment Coordinating Board
  • Kano Model
  • Online Single Submission
  • Service quality

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