Author : Herman Dema
Abstrak:
This study aims to understand the application of the principles of strategic agility and
online complaint information systems in licensing services and the factors that influence
them. The research method used is quantitative descriptive with a population of 724
people, while the sample is 10% or 72 respondents. Data collection techniques are
observation, questionnaire, literature study, and interview. Data processing using simple
regression with the help of Statistical Product and Service Solutions (SPSS) 16.0 for
windows. The results showed that the application of an online complaint system was in a
good category and had a significant effect. The most influential factors on the application
of information systems and online complaints in the licensing service process are the
characteristics of workers with the highest average percentage then followed by
management practices and environmental characteristics, while the lowest effect is
organizational characteristics. The importance of strategic agility in a local government
organization, especially in licensing services by having the ability to react, the ability to
adapt, flexibility, and competitiveness. Only with that capability, online complaint
services will be better through commitment and innovation.