KUALITAS LAYANAN SISTEM PERIJINAN PERDAGANGAN ONLINE INATRADE DI KEMENTERIAN PERDAGANGAN

Asmirawati Ismail

Abstract


Proses pelayanan yang berkualitas, transparan dan cepat merupakan nilai penting yang diharapkan oleh pelaku-pelaku ekonomi termasuk eksportir dan importir. Sistem perijinan perdagangan online INATRADE Kementerian Perdagangan perlu melakukan peningkatan . Dalam menggunakan sistem INATRADE, eksportir dan importir mengharapkan mendapatkan pelayanan yang cepat dan transparan karena mempengaruhi waktu proses dan biaya yang harus dikeluarkan pada aktivitas perdagangan. Penelitian ini menilai kualitas pelayanan  sistem perijinan perdagangan online INATRADE dengan menggunakan metode Service Quality, dan perbaikan apa yang perlu dilakukan pada sistem INATRADE dalam meningkatkan kualitas pelayanan yang diberikan kepada eksportir dan importir berdasarkan tingkat kepuasan pengguna jasa dengan menggunakan metode Quality Function Deployment. Pengguna sistem perijinan perdagangan online INATRADE tidak puas dengan layanan yang diberikan sehingga diperlukan perbaikan atau peningkatan kualitas pada sistem INATRADE online. Kementerian Perdagangan mengoptimalkan pelaksanaan service level arragement sebagai janji layanan yang sudah ditetapkan pada Permendag No. 28/M-DAG/6/2013 karena sampai saat ini belum terlaksana 100%, peningkatan kemampuan Sumber Daya Manusia terutama dalam memberikan solusi terkait dengan kebijakan yang berlaku, serta pengaplikasian dan pengesahan dokumen secara digital. Penerapan digitalisasi dokumen dan pengesahan secara digital, memerlukan koordinasi dengan Kementerian terkait yaitu Kementerian Informasi dan Informatika, dan  Kementerian Keuangan terutama Bea dan Cukai.

 

The quality of process services, transparent, and fast are important value which expected by economics including exporters and importers. Online service trade licencing system INATRADE Ministry of Trade needs to increase. Transparent processing and fast service is considered to be the key by exporters and importers because its effected to whole trade activities. This study assessess the quality of online service trading system INATRADE using Service Quality method, and using using Quality Function Deployment to indicating the need for improving technical factors of the INATRADE. It finds that INATRADE users are not satisfied with the service, then the system need to improve to reach the quality of service. The Ministry of Trade has to implementation the service level arrangement which is the target level set by Permendag No.28 / M-DAG / 6/2013. It needs to upgrade human resources capability, especially in solving technical problems, and implementing document verification with digital system to save time, cost, and manpower. With respect to digitalization, the Ministry of Trade needs to coordinate closely with the Ministry of Information Technology and the Ministry of Finance, especially Customs Office.


Keywords


Sistem Informasi; Service Quality; Quality Function Deployment; Pelayanan Perdagangan; Trade Public Service

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References


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DOI: http://dx.doi.org/10.30908/bilp.v8i2.93

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