TINGKAT KEPUASAN MASYARAKAT TERHADAP LAYANAN PENDAFTARAN TANAH ELEKTRONIK DI KANTOR PERTANAHAN KABUPATEN KARO

JON PHILIPUS PERANGIN ANGIN, 21303836 (2025) TINGKAT KEPUASAN MASYARAKAT TERHADAP LAYANAN PENDAFTARAN TANAH ELEKTRONIK DI KANTOR PERTANAHAN KABUPATEN KARO. Diploma thesis, Sekolah Tinggi Pertanahan Nasional.

Text JON PHILIPUS_21303836_1.pdf Download (1MB)

Abstract

The digital transformation of land administration represents a strategic initiative by the Indonesian government to improve the efficiency and transparency of public services. One such initiative is the implementation of electronic land registration systems. This study aims to assess public satisfaction with the electronic land registration services at the Land Office of Karo Regency. A quantitative survey method with a descriptive approach was used, involving 80 respondents from both systematic and sporadic land registration applicants. The study measured satisfaction based on nine service elements outlined in the Regulation of the Minister for Administrative and Bureaucratic Reform (PERMENPAN-RB) No. 14 of 2017, including requirements, procedures, service time, cost, service products, staff competence, staff behavior, complaint handling, and infrastructure. The results indicated an overall satisfaction level categorized as good, with a public satisfaction index score of 81.39. The highest-rated elements were service speed and staff friendliness, while aspects requiring improvement included facilities and complaint response mechanisms. The findings recommend strengthening IT infrastructure and enhancing human resource capacity to support the future development of electronic land services. Keywords: public satisfaction, electronic land registration, public service, land office, satisfaction index

Actions (login required)

View Item