OCTADHEA KUSUMA MURTI, 22314296 (2026) IMPLEMENTASI FITUR ANTREAN ONLINE PADA APLIKASI SENTUH TANAHKU DALAM RANGKA PELAYANAN PERTANAHAN BERKUALITAS DI KANTOR PERTANAHAN KABUPATEN SUKOHARJO. Diploma thesis, Politeknik Agraria STPN.
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Abstract
This study was motivated by the implementation of the online queue feature in the Sentuh tanahku application at the Sukoharjo Land Office as an effort to improve the quality of land services. Before the implementation of this feature, services still used a conventional queue system that caused long queues, long waiting times, and uncertainty in service schedules. This study aims to describe the implementation of the online queue feature and analyze the quality of services after the implementation of the feature. This study employed a mixed method with a descriptive approach. Qualitative analysis was used to examine the implementation of the online queue feature based on Edward III’s policy implementation theory, which includes communication, resources, disposition, and bureaucratic structure through interviews, observations, and document studies. Quantitative analysis was used to measure service quality based on the SERVQUAL dimensions through questionnaires distributed to land service applicants. The results showed that the implementation of the online queue feature in the Sentuh tanahku application at the Sukoharjo Land Office has generally been implemented well. The feature has improved service orderliness, reduced physical queues, and provided greater certainty in service schedules. Supporting factors include staff commitment, the availability of facilities and infrastructure, and service standard operating procedures (SOPs). However, several obstacles remain, including low digital literacy among some members of the public, less optimal socialization, and network and application system problems. The results of the analysis also indicate that the quality of land services after the implementation of the online queue feature is categorized as good based on the SERVQUAL dimensions. Keywords: online queue, Sentuh tanahku, public service, policy implementation, SERVQUAL, land service.
| 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: | 29 Jun 2026 02:11 |
| Last Modified: | 29 Jun 2026 02:11 |
| URI: | http://repository.stpn.ac.id/id/eprint/4820 |
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