KEPUASAN MASYARAKAT TERHADAP IMPLEMENTASI SERTIPIKAT ELEKTRONIK DI KANTOR PERTANAHAN KABUPATEN BOGOR I

Muhammad Farras, 21303799 (2025) KEPUASAN MASYARAKAT TERHADAP IMPLEMENTASI SERTIPIKAT ELEKTRONIK DI KANTOR PERTANAHAN KABUPATEN BOGOR I. Diploma thesis, Sekolah Tinggi Pertanahan Nasional.

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Abstract

This study aims to analyze public satisfaction with the implementation of electronic certificates at the Bogor I District Land Office. The background of this study is based on the transformation of land services from conventional to digital through the electronic certificate program designed by the Ministry of ATR/BPN and there is also a rating on the Google Maps application of 3.2 out of 5 for service, and there has not been any previous research. The research method used is a descriptive quantitative approach with data collection techniques through questionnaires distributed to 459 respondents who use the service. Data analysis was carried out descriptively quantitatively by calculating the average percentage of answer scores from each indicator used and categorizing them. The results of the study show that overall the public feels very satisfied with the implementation of electronic certificates with an assessment category of "very satisfied". The indicators that most influence public satisfaction are simplicity (4.34), openness (4.33), affordability (4.31), and security (4.27). These indicators are based on 4 principles in Article 2 of Government Regulation No. 24 of 1997 (PP No. 24/1997). This indicates that the implementation of electronic certificates at the Bogor Regency Land Office I has succeeded in providing high satisfaction to the public. For the next step to maintain and improve public satisfaction, the Bogor Regency Land Office I conducts continuous monitoring with a short quarterly survey to detect changes in scores and respond quickly to decreases in satisfaction, and digital literacy which combines officer training with digital literacy socialization programs to narrow the gap between age groups and education, and benchmarking by comparing these scores with other land offices to set improvement targets. Keywords : Public Satisfaction, Land Office, Electronic Certificate

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