The Quality Of Public Services In The Licensing Process For Digital Printing Business Actors In Pekalongan City

Abstract

This study aims to analyze the influence of public service quality on business actors' compliance in the business licensing process, either directly or through business actor satisfaction as a mediating variable. The research was conducted among digital printing business actors in Pekalongan City, Central Java, using a quantitative approach with a survey method through a Likert-scale questionnaire, supplemented by interviews to deepen data interpretation. The research variables consisted of the quality of public services as an independent variable, the satisfaction of business actors as a mediation variable, and the compliance of business actors as a dependent variable. Data were analyzed using the Structural Equation Modeling approach to test the direct and indirect influences between variables. This study is expected to find that the quality of public services has a positive effect on the satisfaction of business actors, the satisfaction of business actors has a positive effect on the compliance of business actors, and the quality of public services affects the compliance of business actors both directly and through the satisfaction of business actors as mediators. This study's results are expected to make a theoretical contribution to public administration studies in the context of micro and small business licensing, as well as a practical contribution to the Pekalongan City Investment and One-Stop Integrated Services Office by improving service quality to encourage business actors' compliance.