PERSEPSI MASYARAKAT TERHADAP KUALITAS PELAYANAN SERTIPIKAT ELEKTRONIK DI KANTOR PERTANAHAN KABUPATEN TEMANGGUNG

LISNADIA NUR AVIVAH, 21303691 (2025) PERSEPSI MASYARAKAT TERHADAP KUALITAS PELAYANAN SERTIPIKAT ELEKTRONIK DI KANTOR PERTANAHAN KABUPATEN TEMANGGUNG. Diploma thesis, Sekolah Tinggi Pertanahan Nasional.

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Abstract

In order to realize modernization in the land sector, land services have begun to implement an electronic-based service system. This is a positive form for the community in changing land evidence documents towards digitalization regulated by the government through the Ministry of ATR/BPN in the Regulation of the Minister of Agrarian Affairs and Spatial Planning/Head of the National Land Agency of the Republic of Indonesia Number 3 of 2023 concerning the Issuance of Electronic Documents in Land Registration Activities. In this case, the issuance of electronic documents in land registration activities is an electronic certificate. In reality, based on observations in the field, many people in Temanggung Regency still reject electronic certificates. Thus, this study aims to determine public perceptions of the quality of electronic certificate services and the influence of public perceptions on the quality of electronic certificate services at the Temanggung Regency Land Office. In this study, the researcher used a quantitative research method. The data collection technique used a questionnaire. The sampling technique in this study was simple random sampling. The sample determination used the Slovin Formula which resulted in 75 respondents from a population of 300 people. Hypothesis testing in this study used a partial test (t-test) and a coefficient of determination. The results of the study showed that 1) The average response to the service quality variable (X) answered strongly agree. So it can be concluded that the service provided by the Temanggung Regency Land Office is very good. While the average response to the perception variable (Y) answered less agree. So it can be concluded that all respondents in the field still disagree with electronic certificates. 2) The influence of public perception on the quality of electronic certificate services at the Temanggung Regency Land Office is proven by the results of hypothesis testing, namely the t test and the coefficient of determination test. The results of the t test study showed that the t value of the service quality variable (X) was 3.960. The t value of the service quality variable is greater than the t table value (3.960> 1.993) with a sig. value of 0.000 <0.05. This means that Ha is accepted and H0 is rejected, so it can be concluded that there is a significant influence of service quality on perception. Furthermore, the results of the determination coefficient test study are shown by the R Square value of 0.177. The value of 0.177 can be interpreted as the independent variable (service quality) affecting the dependent variable (perception) by 17.7% and the remaining 82.3% is explained by other variables outside this study. Other variables that can affect the equation can also be influenced by several other factors such as social, economic, technological factors, and so on. Thus, the hypothesis stating that there is an influence between public perception of the quality of electronic certificate services at the Temanggung Regency Land Office can be accepted. This shows that there is a significant influence between service quality and public perception of electronic certificates, but its contribution to changes in perception is still relatively small. Therefore, success in receiving electronic certificates does not only depend on service quality alone, but is also influenced by various broader external factors. Keywords: Perception, Service Quality, Electronic Certificates

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