IMPLEMENTASI LAYANAN MEKEPUNG KEBO (MELAYANI KE DESA BAGI PEMOHON LANGSUNG KHUSUS HARI RABO) DALAM MENINGKATKAN KUALITAS LAYANAN DI KANTOR PERTANAHAN KABUPATEN JEMBRANA

MUHAMMAD NAZILUL BAROKAH, 21303652 (2025) IMPLEMENTASI LAYANAN MEKEPUNG KEBO (MELAYANI KE DESA BAGI PEMOHON LANGSUNG KHUSUS HARI RABO) DALAM MENINGKATKAN KUALITAS LAYANAN DI KANTOR PERTANAHAN KABUPATEN JEMBRANA. Diploma thesis, Sekolah Tinggi Pertanahan Nasional.

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Abstract

This research is based on various community complaints about land services being slow, complicated, non-transparent, and lacking accountability. These issues have created a demand for public service innovations that are more accessible, efficient, and responsive to community needs, particularly in rural areas. This study uses a qualitative, descriptive approach with data collection techniques such as in-depth interviews, direct observation, and documentation. Informants include officials from the Land Office, village heads, and service users. This study focuses on the compliance of service implementation with three applicable regulations: Regulation of the Head of the National Land Agency (KaBPN RI) No. 1 of 2010; Ministerial Decree of the Ministry of Agrarian Affairs and Spatial Planning/National Land Agency (KEPMEN ATR/BPN) No. 1339/SK-HK.02/X/2022; and Government Regulation No. 128 of 2015. The research results indicate that the Mekepung Kebo service has a positive impact on time efficiency, ease of access to services, and community satisfaction based on an analysis of community responses using public service quality indicators according to Zeithaml, Parasuraman, and Berry (tangibles, reliability, responsiveness, assurance, empathy). Through a proactive approach using the Mekepung Kebo vehicle, services for the cancellation of mortgage rights (roya) and the conversion of Building Use Rights (HGB) to Ownership Rights (HM) for properties under 600 square meters can be conducted directly at the village office. This reduces distance barriers and bureaucratic red tape. The quality of service and performance of the service unit are evaluated based on the percentage of public response scores in accordance with Ministry of PAN-RB Regulation No. 1/2017. Overall, four out of five dimensions (tangibles, responsiveness, assurance, empathy) received scores in the “Very Good” to “Good” categories, reflecting that the Mekepung Kebo service has largely met public expectations. Keywords: Mekepung Kebo, land services, public service innovation, service quality, Jembrana Regency Land Office.

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