PENGARUH FAKTOR-FAKTOR KUALITAS PELAYANAN TERHADAP INDEKS KEPUASAN MASYARAKAT DALAM PROGRAM PELAYANAN TANAH AKHIR PEKAN DI KANTOR PERTANAHAN KABUPATEN BOGOR II

GADING CANDRA PERMATASARI, 21303783 (2025) PENGARUH FAKTOR-FAKTOR KUALITAS PELAYANAN TERHADAP INDEKS KEPUASAN MASYARAKAT DALAM PROGRAM PELAYANAN TANAH AKHIR PEKAN DI KANTOR PERTANAHAN KABUPATEN BOGOR II. Diploma thesis, Sekolah Tinggi Pertanahan Nasional.

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Abstract

The government is obliged to meet the basic needs of the community, including land services managed by the land office. Public complaints often arise about the slow process of obtaining land certificates. Other concerns include busy workdays, long queues, and the presence of brokers. Given these concerns, spatial planning and land experts have focused on improving human resources and technology. One such innovation is the Weekend Land Service (PELATARAN). The Weekend Land Service Program was created to facilitate the public in carrying out various administrative activities outside of working days, so that people can take care of their own documents without using intermediaries or brokers. In addition, the Weekend Land Service Program can also increase the Public Satisfaction Index towards the quality of services provided by the government. This study aims to determine the value of the IKM towards the quality of service in the Weekend Land Service program at Kantor Pertanahan Kabupaten Bogor II and to determine the influence of service quality simultaneously and partially on the IKM in the Weekend Land Service program at Kantor Pertanahan Kabupaten Bogor II. The research method used was descriptive quantitative. To test the hypothesis, an analysis was conducted using descriptive statistics. Data analysis used multiple linear regression. Data were collected through a questionnaire given to the public regarding the quality of service against the IKM in the Weekend Land Service program at Kantor Pertanahan Kabupaten Bogor II. The results of the study indicate that the value of the IKM on the quality of service in the Weekend Land Service program at Kantor Pertanahan Kabupaten Bogor II is 79.275 and is included in the good category. Then, the quality of service simultaneously has a significant effect on the IKM in the Weekend Land Service program at Kantor Pertanahan Kabupaten Bogor II. Then, partially the variables of Reliability, Responsiveness, and Tangibles are proven to have a significant effect on the IKM in the Weekend Land Service program at Kantor Pertanahan Kabupaten Bogor II, while the variables of Assurance and Empathy are proven to have no significant effect on the IKM in the Weekend Land Service program at Kantor Pertanahan Kabupaten Bogor II. This study is expected to be an input for the Ministry of ATR/BPN to maintain and improve the quality of public services. Keywords: Service Quality, Public Satisfaction Index, Weekend Land Service Program, Kantor Pertanahan Kabupaten Bogor II

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