Penelitian ini di latarbelakangi oleh pelayanan izin usaha yang masih kaku,biaya yang mahal, proses yang lama dan masih berbelit-belit, sikap dan tindakan petugas yang kurang ramah dan arogan, dan fasilitas pelayanan yang tidak memenuhi persyaratan teknis pada layanan perizinan usaha, hal tersebut merupakan fenomena yang sering kali mewarnai proses hubungan pelayan dan yang dilayani pada layanan perizinan usaha di BPPT Provinsi Jawa Barat.Teori kualitas pelayanan yang digunakan dalam penelitian ini yaitu teori dari Valerie Zeithaml, Leonard R Berry, dan Parasuraman, sedangkan teori kepuasan masyarakat yang digunakan dalam penelitian ini yaitu menurut Kennedy dan Young. Metode penelitian yang peneliti digunakan yakni metode penelitian deskriptif dengan pendekatan kuantitatif ,teknik pengumpulan data melalui studi pustaka, kuisioner, observasi, wawancara dan dokumentasi. Sedangkan penentuan responden secara accidental sampling yang ditujukan kepada masyarakat yang kebetulan sedang melakukan perizinan usaha saat peneliti melakukan penelitian di BPPT Provinsi Jawa Barat dan di dapat sampel sebanyak 98 responden.Hasil penelitian ini menunjukkan bahwa kualitas pelayanan BPPT Provinsi Jawa Barat berpengaruh positif terhadap kepuasan masyarakat, dalam pelayanan perizinan usaha di Provinsi Jawa Barat dilihat dari lima dimensi kualitas pelayanan yang pertama bukti fisik berupa ketersediaan peralatan, sistem sarana teknologi yang digunakan canggih yang sudah memadai, kehandalan berupa pelayanan yang dijanjikan dengan segera, pelayanan yang memuaskan yang cukup baik, daya tanggap petugas perizinan usaha siap membantu pengguna jasa perizinan usaha bila mengalami kesulitan, petugas perizinan usaha cepat tanggap dalam melayani kepentingan pengguna jasa perizinan usaha yang cukup baik jaminan berupa petugas perizinan usaha memiliki pengetahuan yang luas mengenai perizinan usaha, petugas perizinan usaha dalam menjalankan tugasnya sesuai dengan SOP yang baik, empati berupa petugas perizinan usaha mengutamakan kepentingan pengguna jasa perizinan usaha, petugas perizinan usaha memberi perhatian kepada pengguna jasa perizinan usaha yang cukup baik.

The background of this research is because the service of business license is still rigid, costly, lengthy process and still convoluted, attitudes and actions of officers who are less friendly and arrogant, service facilities that do not meet the technical requirements,which is often below standart In business licensing services and the relationship process served on licensing services business license in Integrated Licensing Service Agency in business licensing services At BPPT West Java.Service quality theory used in this study is the theory Valerie Zeithaml,Leonard R Berry, and Parasuraman. The theory used is composed of five dimensions that influence the quality of service, whereas the peopleÂ’s satisfaction theory used in this study is according to Kennedy and.The research method,researchers used the descriptive research method with a quantitative approach,techniques of data collection through literature, questionnaires, observations,interviews and documentation. the techniques used to determine the respondents by the researchers is a accidental sampling, technique sampling is addressed to people who happened to be doing business licensing in BPPT while researcher doing research in BPPT West Java and sample can be as much as 98 respondents.Results of this study showed that the quality of service of West Java province BPPT positive impact on people's satisfaction, the business licensing services in West Java Province seen from the five dimensions of service quality first physical evidence in the form of availability of equipment, systems that use advanced technology tools that are adequate, reliability a promised service immediately, satisfactory service is pretty good, the responsiveness of licensing officers are ready to assist service users when experiencing difficulties licensing,business licensing officer responsiveness in serving the interests of the service user licensing is pretty good collateral such as business licensing officer has broad knowledge of business licensing, business licensing officers in carrying out their duties in accordance with the SOP is good, empathetic form of licensing officials put the interests of service users business licensing, business licensing officials pay attention to the service user licensing is pretty good.

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