Track: Service Engineering and Service Management

Abstract

Acceleration of licensing services in Indonesia is needed to increase the ease of doing business (EODB) ranking. The Indonesian government has created an electronic integrated licensing service portal known as the Online Single Submission (OSS) system which is managed by the Investment Coordinating Board, where in its implementation with 42% delay in the completion of the Business Trading License (SIUP) by October 2020. This research aims to make a design to improve the service quality of SIUP through OSS based on priority services involving 51 respondents. The method used in this research is e-SQual to determine gap scoring between perceptions and expectations of service quality for business trading license in electronic integrated licensing service via OSS system and Kano Model is used to identify improvement attributes and service improvement priorities that maybe implemented by Investment Coordination Board as system service provider.  This research produces priority service quality improvements that are expected by the community as service users for better system.