DANTA ARYASUTA PRATAMA, 22313962 (2026) OPTIMALISASI MANAJEMEN MUTU BERBASIS JURAN TRILOGY DALAM PELAYANAN PUBLIK BIDANG PERTANAHAN (STUDI PADA KANTOR PERTANAHAN KABUPATEN TANGERANG). Diploma thesis, Politeknik Agraria STPN.
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Abstract
This study was motivated by the ineffective state of land administration services amid digital transformation, as evidenced by the high rate of deviations in the completion time for land rights transfer services, which reached 90.3% in the Greater Jakarta area. This study aims to analyze the optimization of quality management based on the Juran Trilogy in land rights transfer services at the Tangerang Regency Land Office. The study employed a qualitative method with a descriptive approach through observation, documentation, and interviews with 17 informants. The results indicate that quality planning is carried out by identifying user needs, which are then translated into quality characteristics while balancing daily workloads and the actual capacity of staff to mitigate the risk of Type III errors (addressing the wrong issues). Quality control is carried out through monitoring the KKP dashboard and the SITATA application, as well as the implementation of the adaptive “Main Catur” strategy (personnel rotation) by management to maintain the stability of the document flow in real time. Quality improvement is achieved through breakthrough measures that drive the transformation of the quality control system from a purely administrative SKMPP paradigm (physical and budgetary implementation) toward prescriptive analysis that functions as an early warning system for potential future land dispute risks. From the user’s perspective, it was found that the dominance of the PPAT group reflects a phenomenon of “structural distrust” among independent users toward bureaucratic complexity; that is, the humanistic role of staff remains a crucial factor as a technological companion for applicants with limited digital literacy. Although its effectiveness is still influenced by external factors such as the stability of the central system and the synchronization of historical data, the study concludes that the adaptive implementation of the Juran Trilogy, oriented toward “fitness for use,” is capable of enhancing legal certainty and the economic benefits derived from the service. Keywords: quality management, Juran Trilogy, public service, land administration service, land title transfer.
| 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: | 07 Sep 2026 03:22 |
| Last Modified: | 07 Sep 2026 03:22 |
| URI: | http://repository.stpn.ac.id/id/eprint/4932 |
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