JRSSEM 2023, Vol. 02, No. 9, 2036 – 2050

E-ISSN: 2807 - 6311, P-ISSN: 2807 - 6494

DOI : 10.59141/jrssem.v2i09.425 https://jrssem.publikasiindonesia.id/index.php/jrssem/index

QUALITY SERVICE OF AGRICULTURAL BUSINESS

PERMIT PROCESS IN ONE STOP SERVICE THE MINISTRY

AGRICULTURE

Bhakti Nur Avianto

Trisnawati Yunika

Fakultas Ilmu Sosial dan Ilmu Politik; Universitas Nasional, Indonesia

1,2

e-mail: bh4kti.nur@gmail.com

, trisnawati.yu[email protected]m

*Correspondence: bh4kti.nur@gmail.com

Submitted: January 28

2023 Revised: March 05

2023 Accepted: March 25

2023

Abstract: This study examines the quality service of business license process at the Ministry of

Agriculture and explores aspects that hinder their service for agricultural business license process

(PTSP) at the Ministry of Agriculture's. This research uses qualitative descriptive research methods

with interviews and documentation studies are used to collect data. This study uses data analysis

techniques consisting of data reduction, responsiveness, assurance, and empathy along with

indicators. The results showed that the quality of service for the business license process at the

Ministry of Agriculture still needs to be improved, especially in the aspects of process speed,

information disclosure, and responsiveness of service officers. Especially related to (1)

Implementation of application-based service quality that has not provided convenience for

business actors and lack of comfortable and clean facilities. (2) Strengthen the service officer's role

in responding to any complaint of the service not in accordance with the wishes of the community

regarding the timing of completion. (3) There are still low number of reliable employees in serving

and assisting business actors. (4) There is no certainty of timely services and fees charged as well

as those known by MSME business actors. Therefore, the Ministry of Agriculture needs to improve

the quality of services by improving processes, increasing transparency and responsiveness of

officers, and adjusting service costs to the quality provided.

Keywords: quality service; agricultural business permit process; one stop service; ministry of

agriculture

Bhakti Nur Avianto

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| 2037

INTRODUCTION

The issue of bureaucratic permits is one

of the problems that generally hinders

business development in Indonesia. The

current development is more and more

public protests and complaints regarding

the timing, accuracy, facilities, procedures,

mechanisms, lack of information, and lack

of services provided (Groeneveld, 2022);

(Ding et al., 2021); (Yusriadi & Farida,

2019a). This is a common problem in

carrying out public service activities,

including bureaucracy. Community chaos,

illegal levies imposed by the bureaucracy,

and a too long time to administer services.

There are many issues related to public

services in every department and agency. In

the field of public services, especially in

terms of the quality or quality of services

provided by government agencies to the

community, one of the things that are often

questioned (Turner et al., 2022); (de Avila

Gomide, 2022).

To improve the quality of public

services, the government began to improve

the management of public services by

developing an integrated service system in

1997. Then in 2006, the Ministry of Home

Affairs issued Minister of Home Affairs

Regulation Number 24 of 2006 concerning

One Stop Integrated services emphasizing

on the implementation of permitted

activities and disallowed and management

process from application stage to release.

The documentation phase takes place in

one place. The existence of this policy

shows that the government is increasingly

improving public services, especially those

related to administrative services. Based on

this formula, The one-stop integrated

service strategy aims to improve the quality

of public services in licensed and

unlicensed services by simplifying

centralized service delivery. This

simplification aims to further improve the

quality of public services by providing fast,

cheap, convenient, transparent, and

affordable services. This law forms the basis

of PTSP, and its basic form also reflects the

attitude, level of awareness and

commitment of the legislature and

government to improve the quality of

public services (Zhang et al., 2022); (Zekić-

Sušac, 2021)

Regarding Regulation of the Minister of

Agriculture of the Republic of Indonesia

concerning Procedures for Business

Licensing in the Agricultural Sector (No. 29/

Permentan/PP.210/7/2018). In accordance

with the policy for the Acceleration of

Business Implementation launched by the

government through Presidential

Regulation Number 91 of 2017, the

Ministry of Agriculture is improving existing

public services. This is through the start of

a comprehensive one stop service (PTSP)

unit from the Ministry of Agriculture. PTSP

Ministry of Agriculture is led by the Center

for Plant Variety Protection and Agricultural

Licensing (hereinafter referred to as PVPPP

Center). PVPPP is unit that carries out the

task of providing licensing services and

agricultural technical recommendations

(Agriculture, n.d.)

The purpose of establishing a one stop

service unit is to simplify the business

establishment licensing process so that it is

faster, more effective, efficient and

transparent. This system is considered as an

effective alternative solution for community

service problems. Through this system, it is

2038 | Quality Service of Agricultural Business Permit Process In One Stop Service The Ministry

Agriculture

believed that it can contribute to business

actors in the business licensing process

(McGuirk et al., 2021) (Muksin & Avianto,

2021). The Ministry of Agriculture launched

PTSP which is one of the government's

efforts to optimize public services. PTSP

puts forward the principle of trust for

business actors, so that business actors do

not need to have various conditions, so it is

very inconvenient for business actors to

start a business. Behind the formation of

this Unity One, with the aim that there are

no deviations that occur in government

practices, such as gratuities, corruption and

collusion (Ministry of Agriculture, 2022)

In addition, PTSP is a further

development of the existing licensing

service in which the perpetrators are

offered guarantees to complete the

licensing in a more precise time unit. In

addition, corporate actors are given

different options in the licensing process by

only submitting one application for a

different process involving ministries and

agencies as well as local governments.

Combined, you don't need a lot of

paperwork in the application process.

Some basic documents such as KTP and

NPWP are pulled directly from the national

database so that no business actor needs to

provide them (Agriculture, n.d.).

PTSP Ministry of Agriculture also

provides general information on the

implementation process and results of

agricultural development, such as data on

production and consumption needs of

various goods. In addition, the PTSP of the

Ministry of Agriculture also contains data

on the distribution of production between

regions and time. It is hoped that with this

service, related parties can update the data

and information they need at any time.

Regarding the Regulation of the

Minister of Agriculture Number 45 of 2019

which is with electronically integrated

business licensing services in the

agricultural sector, Article 1 states that a

Business License is a registration given to

business actors to establish and run a

business and/or activity and is given in the

form of a license. in the form of a letter/

decision or fulfilment requirements

obligations.

Electronically Integrated Business

Licensing or Online Single Submission,

hereinafter referred to as OSS, is a business

license issued by the OSS institution for and

on behalf of the minister, head of

institution, governor, or regent/mayor to

business actors through an integrated

electronic system. After the business actor

has registered and started the company

and/or activity prior to the commercial or

operational implementation by fulfilling the

requirements and/or obligations. As stated

in the Regulation of the Minister of

Agriculture Number 43/Permentan/

OT.010/8/2015 concerning Organization

and Work Procedures of the Ministry of

Agriculture. Center for Plant Variety

Protection and Agricultural Licensing

(PVTPP Center), the PVPPP Center has the

task of carrying out the management of

plant variety protection as well as licensing

services and agricultural technical

recommendations.

The target for plant seed business

licensing services in 2020 is 1,400 (615

income and 785 applications expenditure).

The realization in November 2020 has

received 1,910 (136%) of the target

application, consisting of 947 entry

Bhakti Nur Avianto

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| 2039

applications and 963 expenditure

applications. While the Import/Export

Permit Letters (SIP) that have been issued

are 1,166 SIPs, including 108 Plant Seed

Import Permits and 1,058 Plant Seed Export

Permits (Center for Plant Variety Protection

and Agricultural Licensing, 2020). Behind

the licensing process which has exceeded

the target, there are still many obstacles in

the agricultural business licensing process.

This obstacle can be seen in the trend of the

PVPPP Center IKM value in 2017-2019. This

obstacle is the focus of the author's

research so that IKM in 2022 can be better

because it can be seen in the targets that

have been achieved in 2022.

Fig. 1: Trends PVPPP Central SMIs (2022)

Based on Figure 1 from 2017 to 2019, the

value of the VTPP Central SKM has

increased even though it is still in the same

service quality category, namely good (B).

In 2019, the service elements with the

lowest scores were:

1. Systems, mechanisms and procedures

(U2); Service procedures for service

providers and recipients, including

complaints. This element refers to the

clarity of service mechanisms and

process systems. Therefore, in terms of

the low value of IKM results, it can be

assumed that service recipients are not

simple in the PVPPP service center

process, making it difficult for service

recipients to process their permits.

2. Turnaround time (U3); The time required

to complete the entire service process of

each service. This element describes the

length of time for the target service so

that the service can be completed within

the time specified by the service

provider unit. Some of the services

provided by the PVPPP center across

echelon 1. So far, the implementation of

the PVPPP center service has been

adjusted to the applicable procedures.

Therefore, if this element is

underestimated from the value of the

service recipients' SKM results, it can be

considered that the service recipients

are of the opinion that the services

provided by the PVPPP Center do not

meet the service commitments set.

3. Implementation capability (U6); The

performer must have the ability to

complete the entire service process. This

element describes the professional

ability / knowledge of the implementer

in providing services to explain the

regulations and procedures for

agricultural licensing in a professional

manner and in a language that is easily

understood by the wider community.

Therefore, if the value of this element is

not high in terms of the value of the

results of the service recipient SKM, it

can be considered that service delivery

is not clear when explaining the process

or procedure for agricultural licensing.

Basically, they area had three elements

above focus on one problem, namely

related to the time it takes to complete the

service, starting from service users

submitting applications to getting

managed license products. Judging from

2040 | Quality Service of Agricultural Business Permit Process In One Stop Service The Ministry

Agriculture

the problems above, there are still

problems with PVPPP services in 2015.

2019 namely:

1. The online system for applying for PVP

rights and paying for PVP services has

not been maximized;

2. Complicated PVP Application Form;

3. Some PVP Contribution Rate payments

are constrained;

4. PVP costs are considered quite

expensive;

5. There is still not enough trust for PVP

Applicants and PVP Rightsholders to

carry out inspections

Based on the existing problems, it can

be a phenomenon of research problems,

because without a permit there will be

many things that cannot be done. The

many aspects of citizen life that are

regulated in the licensing system are proof

that licensing is very important in the eyes

of the law. The importance of the quality of

public services carried out by the

Indonesian government is aware of the

importance of applying the concept of

service quality in service to the community.

In providing services, in turn, they will get

recognition for the quality of service that

satisfies the community/customers, which

is called excellent service (Lee et al., 2020);

(Ibad & Lolita, 2020).

In the era of advances in science and

the phenomenology of business licensing

services, ideally it should not burden the

community, but why are there still many

factors that need to be considered in

improving the quality of service so that it

gets better. This is what makes researchers

interested in researching the agricultural

business permit process. Researchers want

to examine how the service quality of the

agricultural business permit process and

the views of community users on the

satisfaction and accuracy of the waiter or

officer in carrying out the process at this

PTSP.

Public services can only be said to be

of high quality if they meet the

expectations/wants or needs of service

recipients, in order to find out whether the

public services provided by the

government meet the wishes or needs of

the service user community (Sugiarto et al.,

2021); (Ibad & Lolita, 2020). Services, are

measured and rated. This is in line with the

opinion of (Ilmaris & Arpangi, 2021) Service

quality is successfully built if the services

provided to customers are recognized by

the parties being served. The recognition of

service priority does not come from the

device providing the service, but from the

service user.

Therefore, according to the author, the

process of determining the quality of the

services provided is an evaluation of service

recipients based on the customer's

perspective and perception of the services

provided. Consumer perception of the

evaluation of services provided is a

comprehensive evaluation of the

evaluation of services provided, so it can be

said that quality service is a service based

on customer satisfaction. If satisfaction is

created, then awareness of service quality

will grow.

According to (Pardal & Miguel, 2019)

there are five factors or determinants of

service quality, these five factors include:

1. Tangible; Includes physical

appearance, equipment and various

good communication materials

provided to consumers.

Bhakti Nur Avianto

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| 2041

2. Empathy; Willingness on the part of

the company and its employees to care

more about their customers, such as by

providing immediate solutions to

customers who complain, showing

genuine care, attitude in providing

quick responses to consumer

complaints;

3. Responsiveness (Quick Response); The

attitude of employees and the

company to be ready to help and

provide services quickly and hear

consumer complaints. The employees

are expected to be able to assist and

provide responsive service, the ability

to service quickly and correctly, be

friendly to every consumer, and be

prepared to cooperate with

consumers.

4. Reliability; Namely the ability to

provide services as promised, reliable

and accurate, and consistent. For

example, the ability of employees to

provide the best service, handle

customers quickly and accurately, and

the company provides good and

consistent service as expected by its

customers.

5. Assurance (Certainty); Namely the

ability of employees to provide

confidence and gain the trust of

consumers. For example, from the

knowledge and skills of employees in

carrying out their duties, being reliable,

having good technical skills can create

a sense of trust in consumers.

(Aneta, 2020) based on her research

findings, the conclusions obtained are: The

service quality of SIUP DPM-PTSP

Indramayu Regency is still not optimal on

several dimensions: reliability,

responsiveness, assurance, and empathy.

Dimensions of reliability that are not yet

optimal are found in the service procedures

for making SIUP, such as the service flow

and filing requirements that are felt by the

community to be convoluted, there is still a

delay in the issuance of SIUP which will

hinder applicants in dealing with financial

authorities such as banks and others and

the brokering process is still going on. In

the dimension of responsiveness, service

officers are still not responsive to the needs

of SIUP applicants and are still not optimal

in carrying out online services and

complaints.

Furthermore, on the assurance

dimension, there are still costs incurred by

the applicants in the non-retribution SIUP.

Finally, on the empathy dimension, the

apparatus has not yet established a good

personal relationship with the SIUP

applicant. The lack of responsiveness of the

apparatus in responding to the complaints

of SIUP applicants is an indicator of the

weak commitment of service providers in

understanding customers. service officers

are still not responsive to the needs of SIUP

applicants and are still not optimal in

carrying out online services and complaints.

Finally, on the empathy dimension, the

apparatus has not yet established a good

personal relationship with the SIUP

applicant. The lack of responsiveness of the

apparatus in responding to the complaints

of SIUP applicants is an indicator of the

weak commitment of service providers in

understanding customers. the apparatus

has not yet established a good personal

relationship with the SIUP applicant. The

lack of responsiveness of the apparatus in

responding to the complaints of SIUP

2042 | Quality Service of Agricultural Business Permit Process In One Stop Service The Ministry

Agriculture

applicants is an indicator of the weak

commitment of service providers in

understanding customers. the apparatus

has not yet established a good personal

relationship with the SIUP applicant. The

lack of responsiveness of the apparatus in

responding to the complaints of SIUP

applicants is an indicator of the weak

commitment of service providers in

understanding customers (Fazekas &

Czibik, 2021); (Konte & Vincent, 2021).

(Sumartono & Hermawan, 2020) found

that the government as a state apparatus

must be able to provide good public

services to the community. Also called

bureaucracy (including local government),

the government tends to get negative

reviews from the public. The public

perceives that public services provided by

bureaucrats tend to be long and

convoluted, with complicated requirements

and inflexible regulations. This situation is

clearly not beneficial to society. The

community negotiation police are usually

weak. Only receive service products from

the government without being able to

contribute directly to service products

provided by the government. Although

bureaucracy is not intended and structured

to serve itself, bureaucracy also serves the

community and creates conditions for

wealthy members of society in accordance

with the goals of the service itself. Given the

era of globalization which is full of

challenges and opportunities. Local

governments must realize that there are

several things that need to be considered in

the public administration process,

especially those related to the provision of

public services, in order to meet public

needs quickly and efficiently and meet

community expectations. Regarding public

services at the Boyolali BPMP2T office, a

Community Satisfaction Index (IKM) survey

has been conducted. The data collected by

the team for the period January-June 2014,

the results of the Community Satisfaction

Index (IKM) BPMP2T Boyolali Regency were

81.49 (Very Good).

If the service or service received or

perceived (perceived service) meets

expectations, then the quality of the service

or service is considered good and

satisfactory. If one or more services

received exceed customer expectations,

then the service or service quality will be

considered as ideal quality. Conversely, if

the service received is lower than expected,

the service or service quality will be

considered bad (Tjiptono, 2016).

According to (Yusriadi & Farida, 2019b)

the definition of "service quality focuses on

efforts to fulfill consumer needs and desires

and the accuracy of delivery to balance

consumer expectations". Service quality is

the expected level of excellence and control

over these advantages to meet consumer

needs". In other words, there are two main

factors that affect service quality, namely

expected service and perceived service.

Service quality is perceived as good and

satisfactory if the service received is in

accordance with consumer expectations

and is perceived as ideal quality if the

service received exceeds consumer

expectations. The opposite applies if the

service received is not as expected. Thus,

whether or not the quality of service

depends on the ability of service providers

to consistently meet consumer

expectations.

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The difference between the previous

researchers and the researchers to be

studied is that the previous researchers

only focused on SIUP services, while the

researchers to be researched led to the

service of business license processes in all

types at PTSP of the Ministry of Agriculture.

(Ripoll & Rode, 2023) found that: First,

the service procedure is sufficient for the

applicant or the wider community, and the

requirements provided also make it easier

for customers, although some applicants

are still confused because they do not

understand computers. Second, the

completion time is still too long because

incomplete applicant files are still available.

Third, no one even complains about the

service fee here, because the SIUP licensing

service is free or free. Fourth, any product

or service provided by UPTSA Central

Surabaya here has indeed satisfied the

applicant or the public because the staff is

always vigilant in providing SIUP licensing

services. Fifth, the facilities and

infrastructure provided by UPTSA Central

Surabaya are sufficient, but there are still

applicants who complain of inadequate

parking space. Sixth, the competence of

service providers here is also good in terms

of willingness, friendliness, care, courtesy

and courtesy as well as knowledge that is

sufficiently informed because UPTSA

carries out a training period before

employees are able to communicate and

provide good service that the community

wants. The difference between the previous

researcher and the researcher to be studied

is in the type of permit. Previous

researchers focused on trade permits

(Ilmaris & Arpangi, 2021);(Fazekas & Czibik,

2021); (Konte & Vincent, 2021).

MATERIALS AND METHODS

The research uses a descriptive

qualitative approach that describes data

information about the facts that are

immediately obtained. The research

location is PTSP Ministry of Agriculture of

the Republic of Indonesia in Jakarta

because this location is a government

agency that provides more direct services

to residents in accordance with their duties

and functions, namely providing services to

potential business actors in Indonesia. The

informants in the study were people at the

Ministry of Agriculture of the Republic of

Indonesia and business actors who had

already enjoyed the services at this PTSP.

Data collection techniques in this study

using interviews, observation and

documentation. Data analysis techniques in

this study are data reduction, data display,

and drawing conclusions (Bouncken et al.,

2021) ; (McAuliffe et al., 2021).

Qualitative methods can be a useful

tool in analyzing PTSP services because

they allow researchers to understand the

experiences, perspectives, and contexts of

customers as well as their local

environment. Qualitative methods also

allow researchers to gain a deep

understanding by collecting data as deeply

as possible, which shows the importance of

the depth and detail of the data studied

(Williamson, 2018) ; (Vaismoradi &

Snelgrove, 2019). In this study, there are

approaches used, namely:

1. A case study approach used to

understand how PTSP services are

implemented in a particular on-

premises environment. The location of

the research area is designated

2044 | Quality Service of Agricultural Business Permit Process In One Stop Service The Ministry

Agriculture

Ministry of Agriculture. Site selection is

based on data that the permitting

process is often late due to limited

sources with a service ratio of 1:200

customers. This data collection

technique involves collecting from

several sources the results of

observations, interviews, and

documentation. The goal is to

understand how service

implementation affects the satisfaction

of users of public sector services.

2. An observational approach is used to

understand the context of the local

environment and how service

functions can be integrated in an

effective way. Observation can be done

through direct observation and

systematic recording of facts in the

field that can provide information

about the business process flow of

PTSP services.

3. The interview approach is used to

understand the experiences and

perspectives of employees and

customers.

4. The document review approach is used

to understand policies and guidelines

related to the implementation of

integrated licensing services.

Documents such as the Annual

Performance Report, statutory

manuscripts, Permentan and PTSP

Service Technical Guidelines.

The main benefit of qualitative methods

is the ability to obtain a deep and complex

understanding of the social phenomena

under study. This method can also help in

exploring the unrevealed aspects of social

phenomena, as well as being able to

generate rich and detailed data about the

experiences, thoughts and views of the

research subject. In addition, qualitative

methods can also help in establishing new

theories or improving existing ones, since

these methods emphasize a holistic and

contextual interpretation of social

phenomena.

Overall, qualitative methods are

powerful and effective research methods in

understanding complex social phenomena.

This method can help in identifying

variations and complexities in social

phenomena, as well as being able to

generate rich and in-depth data on the

experiences, thoughts, and views of the

subject of research. Thus, qualitative

methods can be a useful tool for

researchers in exploring and understanding

social phenomena better.

RESULTS AND DISCUSSION

In this sub-chapter the author will

explain as well as answer the problem of

service quality in the agricultural business

permit process at PTSP Ministry of

Agriculture. This explanation uses the

theory put forward in explaining the

problem of service quality in the

agricultural business permit process at

PTSP Ministry of Agriculture. In licensing

services, service users need fast, easy, and

reliable service. Lack of quality licensing

services can hinder investment in the

agricultural sector and reduce the

productivity of agricultural businesses

Physical Evidence (Tangible)

From the interview results, it can be

seen that the PTSP office of the Ministry of

Agriculture has adequate service facilities

Bhakti Nur Avianto

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for providing services for business actors

such as comfortable service rooms,

brochures for the approval process for

agricultural companies, clean bathrooms,

services that use room speakers to call

service users. PVTPP also provides the

SIMPEL application to make it easier for

business actors and officers or verifiers to

process agricultural business permits. In the

SIMPEL application, the procedures and

procedures are clear. Business actors can

comfortably and anytime carry out the

business permit process because it is based

online.

In addition to the availability of

infrastructure, the comfort of the service

area and the cleanliness of the service area,

the appearance of the employees is also

important. Appearance gives the first

impression, so the appearance of a service

employee is very important. The behavior

of employees at the PTSP office of the

Ministry of Agriculture looks neat in serving

business actors.

Reliability Enthusiasm

After making direct observations, the

researcher believes that the reliability

aspect is quite good considering how the

staff uses computers and the SIMPEL

application from the Ministry of

Agriculture, and treats service users who

respond and are directed directly to service

users. However, more care needs to be

exercised to increase turnaround time and

evaluation.

Reliability of public service officers

refers to the ability and consistency of

officers in providing quality public services

and meeting the needs of the community.

Reliability also means that officers are

reliable and trustworthy by the public in

providing effective and efficient services.

To increase the reliability of public

service officers, several things that can be

done include: (1) Training and skill

development: Public service officers should

be provided with training and skill

development appropriate to their duties

and responsibilities. Training may include

communication techniques, time

management, and conflict handling; (2)

Maintain commitment: Public service

officers must have a strong commitment to

their duties and responsibilities in

providing quality services. They must

maintain work ethics and show a friendly

and polite attitude to society.

Responsiveness

The indicators of responsiveness or

responsiveness of officials within the PTSP

Ministry of Agriculture in assisting and

providing services to the community have

been well fulfilled. This can be seen from

the alertness of officers from the PTSP

office of the Ministry of Agriculture on duty

to the community in the service room.

Officers respond to questions raised by the

community and provide instructions for

these questions. According to the

researcher, after direct observation, the

researcher found that the reactivity aspect

was quite good. This can be seen in the staff

who direct and interview business actors

who are experiencing difficulties and help

explain where the difficulties lie.

Improve responsive public service

officers must provide clear and accurate

information about the services they

provide. They must also facilitate the public

service process in a transparent, open and

2046 | Quality Service of Agricultural Business Permit Process In One Stop Service The Ministry

Agriculture

honest manner. Provide feedback: Public

service officers should receive feedback

from the public about the quality of their

services. Feedback can help officers

improve their performance and figure out

areas that need improvement. By taking

these steps, it is hoped that the reliability of

public service officers can be improved and

the public can obtain better public services

and meet their needs.

Assurance or guarantee

From the interview, it can be seen that

regarding security, especially security at the

PTSP Office of the Ministry of Agriculture, it

is quite good. Efforts to improve service

quality are related to creating a sense of

security for the community, namely by

placing parking attendants who help secure

the situation in the parking lot. In addition

to ensuring the security of the service

environment, there are things that are no

less important, namely the existence of

definite guarantees and convenience in the

financing section.

In addition to ensuring the security of

the service environment, there is another

thing that is no less important, namely the

existence of certain guarantees for business

actors with the skills provided by the

agency to feel satisfied. In this case, the

competence of public service providers

must be based on the required knowledge,

expertise, skills, attitudes, and behaviors.

Service officers from PTSP Ministry of

Agriculture have done their best to carry

out their duties properly during the service

process.

According to the researcher, after direct

observation, it can be seen that the

security/guarantee aspect is quite good. In

terms of security, there are already security

officers in the service room, so that people

can calmly handle agricultural business

licensing and approval procedures at the

PTSP Ministry of Agriculture.

Empathy

From the results of interviews with

business actors, it can be seen that the

issue of the willingness of civil servants to

serve the community is quite good,

because many responses from business

actors say that it is quite good. When

providing services, the readiness of the

device to provide information must be

considered.

The willingness of employees to

provide information to people who need

services will improve the nature of services

in the eyes of business actors. In order to

provide excellent service, corporate actors

need to be supported by employees who

are empathetic in helping the needs of

people who need information. From

observations at the scene, according to the

author, it can be seen that the dimensions

of empathy are quite good resulting from

the treatment of service to employees,

alertness of officers, and the attitude of

friendly and smiling officers. However, it

must be rethought so that the completion

time increases. Based on research

conducted on the quality of business

licensing services at the Ministry of

Agriculture, some of the important findings

found are:

Licensing process times

The results showed that the long

licensing process time is one of the main

problems in business licensing services at

Bhakti Nur Avianto

Trisnawati Yunika

| 2047

the Ministry of Agriculture. Service users

feel that the long licensing process hinders

them from starting or growing a business

in the agricultural sector.

Lack for information disclosure

The lack of information disclosure is

another problem in business licensing

services at the Ministry of Agriculture.

Service users find it difficult to get the

information they need about the licensing

process and the requirements that must be

met. This often slows down the licensing

process and makes service users feel

frustrated. Public service disclosure refers

to officers' ability to provide clear and

accurate information about the services

they provide, including procedures, fees,

and applicable limitations. This is important

because openness can increase

transparency and accountability in public

services, as well as strengthen public trust

in the institutions and officers on duty

Responsiveness for service personnel

The responsiveness of service officers

is also a problem in business licensing

services at the Ministry of Agriculture.

Service users feel that service personnel are

unresponsive in providing information and

processing permits. This makes service

users feel underappreciated and

underserved. Overall, service users stated

that the quality of service at the Ministry of

Agriculture still needs to be improved.

Service users feel that business licensing

services at the Ministry of Agriculture are

still inadequate and not in line with their

expectations as service users.

Based on these findings, efforts are

needed to improve the quality of business

licensing services at the Ministry of

Agriculture. Some of the recommendations

that can be made include improving the

efficiency of the licensing process,

increasing information disclosure

regarding the licensing process, increasing

the responsiveness of service personnel,

and conducting regular evaluations to

ensure the overall quality of service.

In addition, it is also necessary to

develop adequate and competent human

resources in the field of agricultural

business licensing. Employees in the

Ministry of Agriculture need to be trained

and provided with the necessary

knowledge and skills to provide quality

services to service users. In addition, service

users also need to be given an

understanding of the licensing process and

the requirements that must be met, so that

they can properly prepare the necessary

documents before applying for permits.

The use of information and

communication technology can also

improve the quality of business licensing

services at the Ministry of Agriculture. With

the online system, service users can apply

for permits and monitor the licensing

process in real-time. This can speed up the

permitting process and reduce required

operational costs. Improving the quality of

business licensing services at the Ministry

of Agriculture can increase investment in

the agricultural sector, increase agricultural

production, and increase the

competitiveness of agricultural products in

the global market. Thus, the role of the

Ministry of Agriculture in providing quality

business licensing services is very

important to achieve the development

goals of a sustainable and advanced

agricultural sector (Engdaw, 2022; (Katelo

et al., 2021); Furqan et al., 2020).

2048 | Quality Service of Agricultural Business Permit Process In One Stop Service The Ministry

Agriculture

CONCLUSIONS

Based on the results of the study and

important findings that have been

previously described, it can be concluded

that the quality of licensing services is very

important in improving service

performance at the Ministry of Agriculture.

In licensing services, service users need

fast, easy, and reliable service. Lack of

quality licensing services can hinder

investment in the agricultural sector and

reduce the productivity of agricultural

businesses. Efforts to improve the quality of

licensing services, such as improving the

efficiency of the licensing process,

increasing information disclosure,

increasing the responsiveness of service

personnel, and using information and

communication technology, need to be

carried out continuously to ensure better

service quality.

In the future, improving the quality of

business licensing services at the Ministry

of Agriculture can increase the

competitiveness of agricultural products in

the global market, increase investment in

the agricultural sector, and increase

sustainable and quality agricultural

production. Therefore, the Ministry of

Agriculture needs to continuously pay

attention to the quality of licensing services

in providing quality services to service

users to support the development of a

more advanced and sustainable agricultural

sector. In addition, the development of

adequate and competent human resources

in the field of agricultural business licensing

is also important to ensure good service

quality. Employees in the Ministry of

Agriculture need to be trained and

provided with the necessary knowledge

and skills in order to be able to provide

quality services. Not only that, service users

also need to be given an understanding of

the licensing process and the requirements

that must be met, so that they can prepare

the necessary documents properly before

applying for permits. That way, the

licensing process can run faster and more

efficiently.

Broader context, efforts to improve the

quality of licensing services at the Ministry

of Agriculture are also linked to the

sustainable development goals. Improving

the quality of licensing services is expected

to increase sustainable agricultural

production, increase the competitiveness of

agricultural products in the global market,

and increase investment in the agricultural

sector. In order to ensure good quality

licensing services, there is a need for

synergy and collaboration between the

Ministry of Agriculture and various related

parties, including the private sector, the

community, and other related institutions.

That way, harmonious cooperation is

created in achieving the development goals

of a sustainable and advanced agricultural

sector.

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