PERSEPSI MASYARAKAT TERHADAP JASA PERANTARA KANTOR PEJABAT PEMBUAT AKTA TANAH (PPAT)/NOTARIS DALAM PROSES PENDAFTARAN TANAH DI KOTA YOGYAKARTA

VEGA MANGGALATAMA, 21303857 (2025) PERSEPSI MASYARAKAT TERHADAP JASA PERANTARA KANTOR PEJABAT PEMBUAT AKTA TANAH (PPAT)/NOTARIS DALAM PROSES PENDAFTARAN TANAH DI KOTA YOGYAKARTA. Diploma thesis, Sekolah Tinggi Pertanahan Nasional.

Text Vega MAnggalatama_21303857_1.pdf Download (1MB)

Abstract

This research investigates the public's perception of using Land Deed Official/Notary (PPAT/Notaris) offices as intermediaries for the land registration process in the city of Yogyakarta. This study employs a mixed-methods approach with a concurrent triangulation design, collecting quantitative data through questionnaires from 60 respondents (30 direct Land Office users and 30 intermediary users) based on the SERVQUAL model, and qualitative data through in-depth interviews analyzed using Max Weber's theory of social action. The objectives are to assess the service quality of PPAT/Notary intermediaries, to compare this with the direct service quality at the Yogyakarta City Land Office, and to identify the underlying reasons for the public's choice of service channel. The findings reveal a significant paradox. The service provided by PPAT/Notary intermediaries is generally perceived as "good," excelling in the Empathy dimension but demonstrating notable weaknesses in Responsiveness and Reliability. However, a comparative analysis using the Mann-Whitney U test shows that the direct service at the Land Office is rated statistically significantly higher across all five service quality dimensions (Tangibles, Reliability, Responsiveness, Assurance, and Empathy) by its users. The perception gap is most pronounced in the dimensions of Tangibles and Responsiveness. The study concludes that the public's preference for intermediaries is not driven by superior service quality but by a complex interplay of motivations. The primary drivers are a lack of procedural knowledge and a fear of bureaucracy (affective action), which leads to a rational calculation to delegate the process to avoid complexity and ensure peace of mind (instrumental rationality). This choice is further guided by a belief in the formal and trustworthy status of PPATs (value rationality) and reinforced by social custom (traditional action). The central paradox stems from a significant information gap, where an outdated negative perception of bureaucracy prevents the public from experiencing the reality of a significantly improved direct government service. Keywords: Service Quality, Land Registration, Intermediary Services, PPAT, Public Perception

Actions (login required)

View Item