EFEKTIVITAS LAYANAN HAK TANGGUNGAN TERINTEGRASI SECARA ELEKTRONIK DI KANTOR PERTANAHAN KABUPATEN KLATEN

DAMAR SAGARI, 17263013 /P (2021) EFEKTIVITAS LAYANAN HAK TANGGUNGAN TERINTEGRASI SECARA ELEKTRONIK DI KANTOR PERTANAHAN KABUPATEN KLATEN. Diploma thesis, Sekolah Tinggi Pertanahan Nasional.

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Abstract

The Ministry of ATR/BPN continues to strive to provide excellent service to the community. This is realized by modernizing land services through Electronically Integrated Land Services, one of which is the Electronic Mortgage Service (HT-el). Through the HT-el service, it is expected that the management of Mortgage certificates can be carried out more quickly and practically than Conventional Mortgage services. However, due to the services, this system still does not provide maximum results for various reasons. Therefore, this research was conducted to determine the effectiveness of the implementation of HT-el services as well as the supporting and inhibiting factors of HT-el services. This research is expected to be one of the steps to maximize service so that it can provide excellent service to create community satisfaction. This research was conducted with qualitative methods and data collection techniques were carried out through interviews. This study took place at the Land Office of Klaten Regency which is the land office with the number of applications for HT-el services as many as 70 to 100 in a day and is the 7th highest number of applications from 35 land offices in the Province of Central Java. The results of the study which were measured through 5- dimensional parameters based on indicators of the quality of public services, namely tangibles, reliability, responsiveness, assurance, and empathy, showed that service users (PPAT and creditors) gave a good response to the five parameters. Based on the research results, it is known that the Land Office of Klaten Regency has implemented excellent service to create community satisfaction as service recipients. Although there were some complaints, they did not interfere with the running HT-el service process. Factors supporting the implementation of HT-el services at the Land Office of Klaten Regency are good quality electronic data, the commitment of service users in ensuring the correctness of data uploaded to the system, quality socialization activities, and coordination between service users and service officers. The inhibiting factors for the implementation of HT-el services at the Land Office of Klaten Regency are facilities and infrastructure that function less than optimally, system disturbances, document scanning processes that take a long time and there are human resources that have not been able to resolve the obstacles experienced by service users. Keywords: Electronic Mortgage Service, HT-el, Klaten

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