ADMINISTRASI PELAYANAN PENERBITAN SURAT IZIN PENANGKAPAN IKAN (SIPI) PADA DINAS KELAUTAN DAN PERIKANAN PROVINSI SULAWESI UTARA

Abstract

This study is about the administration of the service of issuing permits for fishing in the marine and fisheries
service of North Sulawesi Province. Public service regulations that are still scattered in the number of
regulation that are sectoral, making public services in Indonesia are in a conditional that is not yet
manageable. In other words the community has not received the excellent service that was their hope. In
order to know the quality of service that is felt significantly by consumers, there are indicators of consumer
satisfaction measures that lie in the five dimensions of service quality. 1). Tangibles : Service quality in the
from of physical facilities, offices, computerized administration, waiting room, information places. 2).
Reliability : The ability and reliability to provide trusted service. 3). Responsivess : The ability to help and
provide services quickly and accurately, as well as being responsive to consumer desires. 4). Assurance :
The ability and friendliness as well as the courtesy of employees in convincing consumer trust. 5). Emphaty
: Firm but attentive attitude of employees toward consumers. In this study the authors used a qualitative
approach with descriptive analysis techniques, in this study primary data were obtained from interview and
could also be from the result of questionnaires, while secondary data were obtained from documents from
either the relevant agencies or other relevant agencies. The result have not been able to optimally meet the
needs of the service user community. Researchers provide advice on this is about these five aspects : 1).
Tangibles aspects : updating both the quality and quantity of facilities or infrastructure available at the
maritime and fisheries service office in North Sulawesi Province. 2). Reliability aspects : Strive for the
ability and reliability of officers to the provide services by attending training, both internal and external. 3).
Responsiveness aspects : Every service officer or apparatus at the North Sulawesi Province’s Office of
maritime affairs and fisheries must try to increase understanding quickly and precisely on what is the
problem of service needs desired by the community. 4). Assurance aspects : each service officer must
improve attitudes towards all citizens who need service. 5). Emphaty aspects : every officer is required to
have firmness in carrying out their duties and responsibilities.
Keywords : Administration, Service, Fishing license