ELIES INTAN PUTRI RIPANI, 22314275 (2026) PENGARUH KUALITAS PELAYANAN PERTANAHAN AKHIR PEKAN TERHADAP KEPUASAN MASYARAKAT DI KANTOR PERTANAHAN KOTA BANDUNG. Diploma thesis, Politeknik Agraria STPN.
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Abstract
Weekend Land Services, known as Pelataran, are a public service innovation in land administration designed to improve access for landholders who cannot visit the land office on working days. At the Bandung City Land Office, this service is provided on weekends and includes land title transfer, roya, upgrading of land rights, certificate verification, Land Registration Certificate services, and land information or consultation services. This study aims to analyze public satisfaction with the quality of Pelataran services and measure the effect of service quality on public satisfaction. The research used a quantitative inferential approach with a survey method involving 37 users of Pelataran services during the period of February 23 to April 23, 2026. Data were collected through questionnaires using a four-point Likert scale. Service quality was measured using SERVQUAL dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. Public satisfaction was measured using nine elements of the Community Satisfaction Index, including requirements, procedures, completion time, cost, service products, officer competence, officer behavior, complaint handling, and facilities. Data were analyzed using weighted IKM calculation, validity and reliability tests, classical assumption tests, simple linear regression, t-test, and coefficient of determination. The results show that the Community Satisfaction Index score reached 83.48, categorized as good. All questionnaire items were valid and reliable, with Cronbach’s Alpha values of 0.854 for service quality and 0.831 for public satisfaction. Regression analysis produced the equation Y = 6.643 + 0.504X + e, indicating that service quality has a positive effect on public satisfaction. The t-test result showed that t-count 4.292 > t-table 1.690, with a significance value of p < 0.001, meaning that service quality has a positive and significant effect on public satisfaction. The R Square value of 0.345 indicates that service quality explains 34.5% of public satisfaction, while the remaining 65.5% is influenced by other factors. Based on these findings, improving service procedures, officer responsiveness, access to information, complaint handling, and regular evaluation is necessary to strengthen the effectiveness of Pelataran at the Bandung City Land Office. Keywords: Community satisfaction, Community Satisfaction Index, Pelataran, public service, SERVQUAL, Bandung City Land Office.
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD29 Pertanahan |
| Divisions: | Prodi Diploma IV Pertanahan |
| Depositing User: | yosep ka perpus |
| Date Deposited: | 25 Jun 2026 09:12 |
| Last Modified: | 25 Jun 2026 09:12 |
| URI: | http://repository.stpn.ac.id/id/eprint/4790 |
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