IMPLEMENTASI KEBIJAKAN DAN KOMPETENSI APARATUR TERHADAP KUALITAS PELAYANAN IZIN MENDIRIKAN BANGUNAN (IMB) PADA KANTOR PELAYANAN TERPADU SATU PINTU DI KOTA ADMINISTRASI JAKARTA UTARA PROVINSI DKI JAKARTA Ahmad Syauqi Universitas Pamulang ahmad.syauqi@hotmail.com Abstract The objectives of the research are (1) to discuss the influence of Policy Implementation on the Quality of IMB Service at One Stop Service Integrated Office in North Jakarta Administration City; (2) To discuss the magnitude of the effect of Apparatus Competence on the Quality of IMB Service at One Stop Service Office in North Jakarta Municipality; (3) To discuss the effect of Implementation of Policy and Competence of Apparatus collectively to the Quality of IMB Service at One Stop Service Integrated Office in North Jakarta Administration City. The research method used is quantitative method. The data were collected by literature study, questionnaire distribution, and observation. Determination of sample as much as 308 respondents using stratified random sampling technique from total population of 1,542 people. Based on the discussion of research results obtained conclusions, namely: (1) There is influence of policy implementation on quality of IMB services of 0.867, (2) There is influence of apparatus competence on the quality of IMB services of 0.838, and (3) There is influence of policy implementation and competence apparatus together to the quality of IMB services. The contribution of influence of policy implementation (0,747) is bigger than contribution contribution of apparatus competence (0,600) to IMB service quality. Keywords: Policy Implementation, Appetite Competence and Service Quality. Abstrak Tujuan penelitian adalah (1) Membahas besarnya pengaruh Implementasi Kebijakan terhadap Kualitas Pelayanan IMB pada Kantor Pelayanan Terpadu Satu Pintu di Kota Administrasi Jakarta Utara; (2) Membahas besarnya pengaruh Kompetensi Aparatur terhadap Kualitas Pelayanan IMB pada Kantor Pelayanan Terpadu Satu Pintu di Kota Administrasi Jakarta Utara; (3)Membahas besarnya pengaruh Implementasi Kebijakan dan Kompetensi Aparatur secara bersama-sama terhadap Kualitas Pelayanan IMB pada Kantor Pelayanan Terpadu Satu Pintu di Kota Administrasi Jakarta Utara.Metode penelitian yang digunakan adalah metode kuantitatif. Pengumpulan data dilakukan dengan studi Kepustakaan, penyebaran kuesioner, dan observasi. Penentuan sampel sebanyak 308 responden menggunakan teknik stratified random sampling dari total populasi sebesar 1.542 orang. Berdasarkan pembahasan hasil penelitian diperoleh kesimpulan, yaitu: (1) Terdapat pengaruh implementasi kebijakanterhadap kualitas pelayanan IMB sebesar 0,867, (2)Terdapat pengaruh kompetensi aparaturterhadap kualitas pelayanan IMB sebesar 0,838, dan (3) Terdapat pengaruh implementasi kebijakan dan kompetensi aparatur secara bersama-sama terhadap kualitas pelayanan IMB. Kontribusi pengaruh implementasi kebijakan (0,747) lebih besar dari kontribusi pengaruh kompetensi aparatur (0,600) terhadap kualitas pelayanan IMB. Kata Kunci : Implementasi Kebijakan, Kompetensi Aparatur dan Kualitas Pelayanan. brought to you by CORE View metadata, citation and similar papers at core.ac.uk provided by Online Journal Systems UNPAM (Universitas Pamulang)