Kinerja Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu dalam Pelayanan Izin Usaha Mikro Kecil dan Menengah di Kabupaten Padang Lawas

Abstract

Services in the field of licensing, particularly for Micro, Small, and Medium Enterprises (MSMEs), are a crucial aspect in supporting local economic growth and achieving national economic stability. Good service is one that meets the expectations of the community as the recipients of the service, making the performance of the service providers the main focus. This research is motivated by the fact that many MSME actors in Padang Lawas Regency do not yet have business permits. The purpose of this research is to describe and understand the performance of the DPMPTSP of Padang Lawas Regency in providing services for micro, small, and medium business permits in Padang Lawas Regency. The research method used is a descriptive research method with a qualitative approach. Data collection techniques were carried out through interviews, observations, documentation, and literature studies. The research was conducted at the Investment and One-Stop Integrated Service Office of Padang Lawas Regency. The data obtained was then analyzed qualitatively using the organizational performance theory by Agus Dwiyanto), which includes productivity, service quality, responsiveness, responsibility, and accountability. The research results indicate that the performance of Investment and One- Stop Service Agency of Padang Lawas Regency in providing business licensing services is running well but is not yet fully optimal. In terms of responsiveness and accountability, the DPMPTSP has demonstrated its performance in responding to applicants in accordance with the laws and regulations in force. However, there are still performance criteria whose implementation has not been running well, namely the criteria of productivity and accountability, as the targets and objectives related to the number of MSME permits have not been achieved, and the responsibilities of employees are overlapping due to a lack of human resources in the department. There are several factors that pose obstacles, namely the network system, the limited quantity of human resources, and the still low awareness of the community.