JOHANNA PUTRI, 22314283 (2026) PENGARUH KUALITAS PELAYANAN PERTANAHAN TERHADAP KEPUASAN MASYARAKAT DI KANTOR PERTANAHAN KABUPATEN SLEMAN. Diploma thesis, Politeknik Agraria STPN.
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Abstract
Land services are an important form of public service provided by the government to fulfill community needs related to land administration and legal certainty of land rights. The quality of services provided by the Land Office plays an important role in determining public satisfaction as service users. This study aims to analyze the effect of land service quality on public satisfaction at the Sleman Regency Land Office. This research used a quantitative approach with an associative research design. Data were collected through questionnaires distributed to 60 respondents who directly received land services at the Sleman Regency Land Office. The sampling technique used was total sampling. Service quality was measured using SERVQUAL dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. Public satisfaction was measured using nine service elements based on the Regulation of the Minister of Administrative Reform and Bureaucratic Reform Number 14 of 2017, including requirements, procedures, completion time, cost, service products, officer competence, officer behavior, complaint handling, and facilities. Data were analyzed using validity and reliability tests, classical assumption tests, simple linear regression analysis, t-test, and coefficient of determination. The regression analysis produced a positive regression coefficient, indicating that service quality has a positive relationship with public satisfaction. The t-test results showed that t-count was 5.304 with a significance value of 0.000, meaning that service quality has a positive and significant effect on public satisfaction. The coefficient of determination (R Square) value of 0.327 indicates that service quality explains 32.7% of public satisfaction, while the remaining 67.3% is influenced by other factors outside this research model. Based on these findings, improving service procedures, officer responsiveness, information clarity, professionalism, and service facilities is necessary to enhance the quality of land services and increase public satisfaction at the Sleman Regency Land Office. Keywords: Service Quality, Public Satisfaction, Land Services, SERVQUAL, Sleman Regency Land Office.
| 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: | 15 Sep 2026 02:23 |
| Last Modified: | 15 Sep 2026 02:23 |
| URI: | http://repository.stpn.ac.id/id/eprint/4986 |
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