Investigating the Service Quality of Building Approval (PBG) Issuance in Aceh Besar Regency, Indonesia
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Building Approval (PBG) refers to Building Construction Permit (IMB), which has created a need to understand public expectations regarding the quality of its services, particularly in Aceh Besar Regency, where numerous complaints have been recorded concerning delays in PBG issuance. This study aims to evaluate the expectations of the Aceh Besar community toward the quality of PBG services. The types of buildings reviewed include residential and commercial functions. This research employs a quantitative method through the distribution of questionnaires to 66 building owners who already possess PBG, using a proportionate stratified random sampling technique. The questionnaire assessment uses a Likert scale covering 39 service quality indicators (tangibility, reliability, responsiveness, assurance, and empathy). Data were converted into contrast scores, Penalty (Xp), and Reward (Xr), and analyzed using Penalty-Reward Contrast Analysis (PRCA) to classify expectations into Must-be (M), Attractive (A), One-dimensional (O), and Indifferent (I) categories. The PRCA results show variations in expectations across the 39 indicators of PBG service quality, with 14 indicators classified as must-be, 7 as attractive, 15 as one-dimensional, and 3 as indifferent. The people of Aceh Besar Regency expect both the fulfillment of basic standards and improvements in the performance of PBG service quality indicators. Therefore, intervention recommendations should be prioritized according to the PRCA classification to enhance overall satisfaction.
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