E-GOVERNMENT SERVICE QUALITY PADA ONLINE SINGLE SUBMISSION RISKED BASED APPROACH (OSS-RBA) DI DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU (DPMPTSP) KABUPATEN SUMEDANG
Authors: Octavian Fadillah , Susanti Elisa , Bonti Bonti 
Published: November 2023

Berlakunya Peraturan Pemerintah Nomor 5 Tahun 2021 tentang Penyelenggaraan Perizinan Berusaha Berbasis Risiko sebagai aturan turunan dari Undang-Undang Nomor 11 Tahun 2020 tentang Cipta Kerja yang membawa perubahan terhadap tata pelaksanaan perizinan kegiatan usaha di Indonesia. Sejak diberlakukannya OSS-RBA sebagai implementasi dari penerapan Undang Undang Cipta Kerja pelaku usaha dapat langsung mengajukan perizinan usaha lewat website OSS-RBA, dimana dalam melakukan permohonan izin pada website OSS-RBA pelaku usaha perlu memperhatikan tingkat risiko dari kegiatan usaha yang mereka miliki. Namun pada pelaksanaannya masih terdapat beberapa masalah seperti website yang sering kali mengalami error, dan sepanjang tahun 2018-2021 terdapat sebanyak 1.071 keluhan masyarakat yang diterima oleh DPMPTSP Kabupaten Sumedang. Teori yang digunakan pada penelitian ini adalah teori E-Goverment Service Quality oleh Papadomichelaki & Mentaz, yang mengatakan bahwa terdapat beberapa dimensi untuk mengetahui E-Goverment Service Quality, yaitu (1) Ease of Use, (2) Trust, (3) Functionality of the Interaction Environment, (4) Reliability, (5)Content and appearance of information, dan (6) Citizen Support. Penelitian ini menggunakan metode penelitian deskriptif dengan pendekatan kuantitatif, teknik pengumpulan data pada penelitian ini yaitu melalui angket, dan observasi lapangan, serta sumber lainnya yang berkaitan dengan penelitian ini, Hasil penelitian menunjukan bahwa kualitas pelayanan OSS-RBA di DPMPTSP Kabupaten Sumedang berjalan dengan baik dan memudahkan masyarakat terbukti dari hasil penelitian rata-rata skor yang didapat yaitu diatas 80% sehingga masuk dalam kategori sangat baik. Simpulan pada penelitian ini adalah bahwa adanya website OSS-RBA dalam pelayanan perizinan berusaha oleh DPMPTSP Kabupaten Sumedang mempermudah dan mempercepat alur permohonan perizinan berusaha. Akan tetapi DPMPTSP harus terus memperhatikan saran maupun keluhan yang diajukan masyarakat agar proses pelayanan semakin baik. The enactment of Government Regulation Number 5 of 2021 concerning the Implementation of Risk-Based Business Licensing as a derivative regulation of Law Number 11 of 2020 concerning Job Creation which brings changes to the procedures for implementing business activity licensing in Indonesia. Since the enactment of the OSS-RBA as an implementation of the Job Creation Law, business actors can directly apply for business licenses via the OSS-RBA website, whereby in applying for permits on the OSS-RBA website, business actors need to pay attention to the level of risk of their business activities. However, in practice there are still several problems such as the website which often experiences errors, and during 2018-2021 there were 1,071 public complaints received by DPMPTSP Sumedang Regency. The theory used in this study is the theory of E-Government Service Quality by Papadomichelaki & Mentaz, which says that there are several dimensions to determine E-Government Service Quality, namely (1) Ease of Use, (2) Trust, (3) Functionality of the Interaction Environment, (4) Reliability, (5) Content and appearance of information, and (6) Citizen Support. This study uses descriptive research methods with a quantitative approach, data collection techniques in this study, namely through questionnaires, and field observations, as well as other sources related to this research. facilitating the community as evidenced by the research results the average score obtained is above 80% so that it is included in the very good category. The conclusion of this study is that the OSS-RBA website for business licensing services by DPMPTSP Sumedang Regency simplifies and accelerates the flow of business licensing applications. However, DPMPTSP must continue to pay attention to suggestions and complaints submitted by the community so that the service process is getting better.