PEMANFAATAN MEDIA SOSIAL INSTAGRAM @kantahkabbekasi SEBAGAI SARANA PENINGKATAN KUALITAS PELAYANAN PUBLIK DI KANTOR PERTANAHAN KABUPATEN BEKASI

ADINDA TASYA CHOIRUNNISA, 22314040 (2026) PEMANFAATAN MEDIA SOSIAL INSTAGRAM @kantahkabbekasi SEBAGAI SARANA PENINGKATAN KUALITAS PELAYANAN PUBLIK DI KANTOR PERTANAHAN KABUPATEN BEKASI. Diploma thesis, Politeknik Agraria STPN.

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Abstract

This study aims to analyze the utilization of Instagram social media account @kantahkabbekasi as a means of improving the quality of public services at the Bekasi Regency Land Office. The study employed a qualitative descriptive approach with data collected through semi-structured interviews, non-participant observation, and documentation. Informants consisted of the Head of the Land Office, administrative officials, service coordinators, social media managers, and members of the public who used land services and followed the Instagram account. Data were analyzed using an interactive model involving data collection, reduction, presentation, and conclusion drawing. The findings indicate that the utilization of Instagram is implemented through content planning based on public information needs, multi-layered content verification, informative content diversification, and responsive digital interaction management. The quality of information disseminated through Instagram is generally categorized as good, particularly in terms of accuracy and clarity of presentation. Instagram also functions as a preservice information gateway that helps the public understand service procedures and prepare administrative requirements before accessing services. Furthermore, the study reveals that the contribution of Instagram content to public service quality is mediated by public engagement through cognitive, interactive, and behavioral engagement. Therefore, Instagram has become an effective digital communication tool in supporting more transparent, responsive, and citizen-oriented land services. Keywords: engagement, Instagram, land services, public service quality, social media

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: 13 Jul 2026 01:16
Last Modified: 13 Jul 2026 01:16
URI: http://repository.stpn.ac.id/id/eprint/4886

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