Peran Layanan Drive-Thru dalam Optimalisasi Pelayanan Pertanahan di Kantor Pertanahan Kabupaten Bekasi

FARIZ IZZATUL MUSLIM, 21303635 (2025) Peran Layanan Drive-Thru dalam Optimalisasi Pelayanan Pertanahan di Kantor Pertanahan Kabupaten Bekasi. Diploma thesis, Sekolah Tinggi Pertanahan Nasional.

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Abstract

This research explores the role of the Drive-Thru service in optimizing land administration services at the Land Office of Bekasi Regency. The study was motivated by the increasing number of service requests, which resulted in long queues, prolonged processing times, and decreased public satisfaction. In response to these issues, the Drive-Thru service was introduced as a public service innovation aimed at enhancing the efficiency and quality of land services. The research adopts a qualitative descriptive method, with data collected through in-depth interviews, field observations, and document analysis. The results reveal that the implementation of the Drive-Thru service significantly contributes to improving service efficiency by reducing waiting time and streamlining administrative procedures. It also improves service quality by offering easier access, reducing physical contact, and increasing transparency. Internally, the innovation has had a positive impact on workflow management, division of duties, and staff performance. From the users’ perspective, it has enhanced convenience and satisfaction, especially for those with limited time or mobility. However, the study also identifies several obstacles in the implementation process, including limited human resources, lack of public awareness, and inadequate supporting infrastructure. To address these challenges, the research suggests the need for enhanced staff training, better dissemination strategies, and improvements in system integration and technical facilities. Overall, the Drive-Thru service model demonstrates strong potential as an adaptive and citizen-oriented innovation in land service delivery. It aligns with the strategic goals of the Ministry of Agrarian Affairs and Spatial Planning/National Land Agency (ATR/BPN) to modernize public services and improve community trust and engagement in the land sector. Keywords : Drive-Thru service, Public Service Innovation, Efficiency

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