Pelayanan publik mutlak diperlukan agar image buruk masyarakat kepada pemerintah dapat diperbaiki, karena dengan perbaikan kualitas pelayanan publik dapat mempengaruhi kepuasan masyarakat sehingga kepercayaan masyarakat terhadap pemerintah dapat di bangun kembali, Penelitian ini bertujuan untuk mengetahui variabel kehandalan, daya tanggap, kompetensi, kesopanan, akses, komunikasi, kredibilitas, keamanan, memahami pelanggan, dan bukti fisik adalah penentu kualitas pelayanan publik dalam pengurusan perizinan (IMB) pada Kantor Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (DPM-PTSP) Kota Tarakan. Metode penelitian ini adalah metode deskriptif dengan pendekatan kualitatif. Populasi dalam penelitian iniadalah masyarakat yang telah membuat izin mendirikan bangunan (IMB) dan telah merasakan pelayanannya di Kota Tarakan. Jumlah sampel dalam penelitian ini adalah sebanyak 90 orang dan teknik pengambilan sampelnya adalah Accidental Sampling. Pengumpulan data dilakukan dengan cara observasi, kuesioner dan wawancara mendalam. Penelitian ini menggunakan motode persentase. Hasil penelitian menunjukkan bahwa penilaian responden mengenai kualitas pelayanan yang telah diberikan oleh pihak kantor DPM-PTSP Kota Tarakan sebesar 77,85%. berdasarkan rumus interval (Jarak) dan interpretasi persen hasil akhir yang diperoleh termasuk dalam kategori puas (60%-79,99%). Maka dapat dikatakan bahwa kualitas pelayanan di Kantor DPM-PTSP Kota Tarakan sudah termasuk dalam kategori memuaskan.

Public service is absolutely necessary so that the bad image of the community to the government can be improved. Because, by improving the quality of public services it can affect people's satisfaction so that public trust in the government can be rebuilt. This study aims to determine the variables of reliability, responsiveness, competence, politeness, access, communication, credibility, security, understanding customers, and physical evidence are determinants of the quality of public services in building permit (IMB) at the Tarakan City’s Office of Investment and Integrated Services (DPM-PTSP). This research used descriptive method with a qualitative approach. The population in this study were people who had made building permits (IMB) and had felt their services in the City of Tarakan. The number of samples in this study were 90 people and taken using accidental sampling technique. Data collection is done by observation, questionnaires and in-depth interviews. This study used the percentage method. The results showed that respondents' assessment of the quality of service provided by the Office of Investment and Integrated Services (DPM-PTSP) was 77.85%. Based on the interval formula (distance) and the percentage interpretation of the final results, it was at the satisfying category (60% -79.99%). Then it can be said that the service quality in the Tarakan City’s Office of Investment and Integrated Services (DPM-PTSP) is satisfying.