Proceedings of the World Conference on Governance and Social Sciences 2025 (WCGSS 2025)

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Analysis of the Service Quality of Online Single Submission (OSS)-Based Licensing at the DPMPTSP Office of Southwest Papua Province

Authors
Nauw Elen Jakcson1, *, Nurdin Nara2
1Student of Magister Public Administration, Faculty of Social & Political Sciences, Hasanuddin University, Makassar, Indonesia
2Department of Public Administration, Faculty of Social & Political Sciences, Hasanuddin University, Makassar, Indonesia
*Corresponding author. Email: irenemaker6@gmail.com
Corresponding Author
Nauw Elen Jakcson
Available Online 13 March 2026.
DOI
10.2991/978-2-38476-545-4_97How to use a DOI?
Keywords
Service Quality; OSS; SERVQUAL
Abstract

This research aims to analyze the service quality of licensing based on the Online Single Submission (OSS) at the Investment and One-Stop Integrated Services Agency (DPMPTSP) of Sorong City, Southwest Papua Province. The focus is on the service dimensions and the factors influencing the quality of OSS services. The research used a descriptive-quantitative approach to assess the satisfaction level of business actors in Sorong City with the OSS licensing process. The quantitative approach employed the SERVQUAL model, which utilizes five service quality dimensions: tangibles, reliability, responsiveness, assurance, and empathy, to measure the satisfaction level of OSS service users. Data was collected through a questionnaire administered to 70 business actor respondents who have used the OSS system. The results show a negative gap in all SERVQUAL dimensions, indicating that the service quality has not yet met community expectations. The reliability dimension has the largest gap value, while tangibles has the smallest gap value. Service quality improvement should focus on the consistency of the OSS system and the speed of officer response in the licensing process, covering all elements and dimensions of licensing services. The mechanism of the OSS service process is still perceived as very limited by most respondents, even though field officers have attempted to simplify it.

Copyright
© 2026 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the World Conference on Governance and Social Sciences 2025 (WCGSS 2025)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
13 March 2026
ISBN
978-2-38476-545-4
ISSN
2352-5398
DOI
10.2991/978-2-38476-545-4_97How to use a DOI?
Copyright
© 2026 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Nauw Elen Jakcson
AU  - Nurdin Nara
PY  - 2026
DA  - 2026/03/13
TI  - Analysis of the Service Quality of Online Single Submission (OSS)-Based Licensing at the DPMPTSP Office of Southwest Papua Province
BT  - Proceedings of the World Conference on Governance and Social Sciences 2025 (WCGSS 2025)
PB  - Atlantis Press
SP  - 1465
EP  - 1475
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-545-4_97
DO  - 10.2991/978-2-38476-545-4_97
ID  - Jakcson2026
ER  -