SATISFACTION FRAMEWORK FOR BUILDING PERMIT APPLICANTS

The study determined the dimensions of the satisfaction for building permit applicants. The country already has
a governing decree that ensures standards and guidelines for buildings and structures. However, citizens
illegally construct due to difficulties in efficient office procedures and dissatisfaction with the services offered
(Omorog et al., 2018; Nurrahmah & Tuti, 2021). This study aims to determine the dimensions influencing the
satisfaction of building permit applicants through non-experimental quantitative Exploratory Factor Analysis
(EFA). A research-designed survey was given to 150 applicants.
The researchers determined four dimensions, namely efficient processing, responsive staff and ease of access,
fairness and transparency, and courteous and straightforward, that influence applicants' satisfaction with the
building permit process. The results of this study can improve the service delivery of permit offices, providing
satisfactory performance to applicants