TINGKAT KEPUASAN MASYARAKAT TERHADAP IMPLEMENTASI LAYANAN ELEKTRONIK DI KANTOR PERTANAHAN KABUPATEN CIANJUR

JEREMY ARDYAN SOEPRAPTO, 21303789 (2025) TINGKAT KEPUASAN MASYARAKAT TERHADAP IMPLEMENTASI LAYANAN ELEKTRONIK DI KANTOR PERTANAHAN KABUPATEN CIANJUR. Diploma thesis, Sekolah Tinggi Pertanahan Nasional.

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Abstract

The government is attempting to improve the quality of public services through digital transformation, one of which is the implementation of electronic services by the Ministry of ATR/BPN. The Cianjur Regency Land Office has implemented this service, particularly the media transfer to Electronic Certificates (e-Certificates), to enhance efficiency and transparency. However, this implementation faces challenges such as public concern over data security and difficulties in technological adaptation. To date, no research has been conducted to measure the level of public satisfaction with this service at this location. This study aims to analyze the level of public satisfaction with electronic services and identify the factors that influence it. This research utilized a quantitative approach conducted at the Cianjur Regency Land Office. The research sample consisted of 30 respondents who had used the electronic certificate media transfer service, selected using a purposive sampling technique. Data was collected through questionnaires using a Likert Scale. The data was analyzed using two main methods: (1) the Community Satisfaction Index (CSI/IKM) to measure the overall satisfaction level, and (2) Multiple Linear Regression Analysis to determine the influence of seven service variables on public satisfaction. The result of the Community Satisfaction Index (CSI) analysis yielded a score of 81.805, which falls into the "Good" service quality category. This indicates that the public generally has a positive assessment of the electronic services received. The multiple linear regression analysis results show that the variables of Service Speed, Requirements, and Product (e-Certificate) have a significant positive effect on satisfaction. Conversely, the variables of Cost/Tariff and System, Mechanism, and Procedure have a significant negative effect. Meanwhile, the variables of Employee Competence and Infrastructure were found to have no significant effect. Keywords: Community Satisfaction, Electronic Services, Electronic Certificate, Community Satisfaction Index (CSI), Land Office.

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