CELIKA HANY, 22314137 (2026) ANALISIS KEPUASAN MASYARAKAT DAN KENDALA PELAKSANAAN PELAYANAN PERTANAHAN AKHIR PEKAN (PELATARAN) DI KANTOR PERTANAHAN KOTA ADMINISTRASI JAKARTA PUSAT. Diploma thesis, Politeknik Agraria STPN.
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Abstract
Land services are an important part of public services because they are directly related to legal certainty over land rights and the community’s need for accessible administrative services. However, some members of the community, especially working people, have limited time to access land services on weekdays. To respond to this condition, the Ministry of Agrarian Affairs and Spatial Planning/National Land Agency introduced the Weekend Land Service Program, known as Pelataran, as a service innovation for applicants who have limited time on weekdays. At the Land Office of Central Jakarta Administrative City, Pelataran is implemented every Saturday from 08.00 a.m. to 12.00 p.m. to provide easier access for people who cannot attend regular service hours. This study aims to measure the level of public satisfaction with Pelataran based on the Community Satisfaction Index and to identify the internal and external constraints and solutions. This research used a sequential explanatory mixed methods design. Quantitative data were collected through questionnaires distributed to 50 Pelataran service users to calculate the Community Satisfaction Index. Qualitative data were collected through interviews with 2 land office staff and 2 community members to explain the obstacles and solutions related to the implementation of Pelataran. Public satisfaction was measured based on the elements of the Community Satisfaction Index in accordance with the Regulation of the Minister of Administrative and Bureaucratic Reform Number 14 of 2017. The results showed that the Community Satisfaction Index (IKM) score was 81.78, with a service quality grade of B and categorized as Good. Pelataran was considered helpful for the public, particularly workers, by providing access to land services on Saturdays. However, several service elements still require improvement, including service product specifications, staff competence, fees/tariffs, systems, mechanisms and procedures, and complaint handling. Internal constraints included limited staff, network or application disruptions, and differences in staff understanding when handling complex land cases. External constraints included incomplete applicant documents, limited public understanding of service requirements, and cases requiring further coordination. Improvements should focus on providing clearer information and requirement checklists, developing standard operating procedures (SOPs) for Saturday services and system disruptions, improving staff readiness, and strengthening public education regarding service procedures, fees, and completion times. Keywords: Community Satisfaction, Weekend Land Services, Community Satisfaction Index.
| 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 Sep 2026 02:19 |
| Last Modified: | 14 Sep 2026 02:19 |
| URI: | http://repository.stpn.ac.id/id/eprint/4973 |
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