Study of SMS gateway service application at the one stop agency of Medan city investment and service for licensing customer satisfaction

Abstract

This research is about the Index of Public Satisfaction on the management of public services that are managed specifically for its users through the application of a service information system called the SMS Gateway. This application system provides information on licensing services in the Medan City of One Stop Agency Service and Investment Service in fulfilling requests from licensing service users without having to come to the DPMPTSP Medan office to get information on the progress of permits that have been entered in the licensing application. This research has an important objective, namely to provide a measurable analysis of the ability of state civil apparatus to manage access to be information technology progress for the benefit of the community, especially users of SMS Gateway, which is based on the assessment of community satisfaction and demands for the development of the industrial era 4.0. Based on information received from the DPMPTSP in Medan City, which was every day at the customer hall serves no less than 40 people who need licensing services within the workday span of 3 months, Monday - Friday totalling 40 x 60 days = 2400 populations with the number of samples 331 people.

Sentiment analysis of online licensing service quality in the energy and mineral resources sector of the Republic of Indonesia

“…However, this feedback data has not been optimally processed due to the lack of regulations on processing survey data in text form. In previous research, service quality was measured based on indicators and procedures listed in the Ministry of State Apparatus Utilization and Bureaucratic Reform number 14 of 2017 [1]. That research revealed the level of service satisfaction based on predetermined data entries and indicators, but it could not identify the complaints frequently experienced by users.…”