JULFADYA ARISKA PUTRI, 22314196 (2026) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT DI KANTOR PERTANAHAN KOTA BANDUNG. Diploma thesis, Politeknik Agraria STPN.
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Abstract
Land administration service is an important part of public service because it is directly related to legal certainty, land administration, and public needs for clear, fast, and accountable services. Service quality is one of the factors that can influence public satisfaction as service users. This study aims to examine service quality, measure public satisfaction through the Community Satisfaction Index (CSI), and analyze the effect of service quality on public satisfaction at the Bandung City Land Office. This study used a quantitative approach with a causal associative design. Service quality was measured using the SERVQUAL model, which consists of five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Public satisfaction was measured using nine elements of the Community Satisfaction Index based on the Regulation of the Minister of Administrative and Bureaucratic Reform Number 14 of 2017. The respondents consisted of 50 users of land administration services. Data were collected through questionnaires using a Likert scale. The data were analyzed using validity tests, reliability tests, classical assumption tests, simple linear regression analysis, t-test, and coefficient of determination. Service quality at the Bandung City Land Office has proven to have a positive and significant impact on public satisfaction. Any improvement in service quality will boost satisfaction levels, with an effect contribution of 19.8% (based on an R Square value of 0.198). Generally, the agency's performance is rated as "Excellent" (Service Quality Grade A) with a converted Community Satisfaction Index (IKM) score of 99.95. The public highly appreciates the competence and attitude of the staff, the service products, and the supporting facilities. However, for future optimization, the land office is advised to continue evaluating elements such as completion time, mechanisms/procedures, and cost transparency. Keywords: Service Quality, SERVQUAL, Public Satisfaction, Community Satisfaction Index, Land Administration Services.
| 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: | 14 Jul 2026 07:23 |
| Last Modified: | 14 Jul 2026 07:23 |
| URI: | http://repository.stpn.ac.id/id/eprint/4899 |
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