EVALUASI KUALITAS PELAYANAN PUBLIK BERDASARKAN PRINSIP PELAYANAN PUBLIK DALAM PENDAFTARAN TANAH SISTEMATIS LENGKAP (PTSL) DI KANTOR PERTANAHAN KOTA MAKASSAR

RESKY NABIA FATILLAH SOFYAN, 22314211 (2026) EVALUASI KUALITAS PELAYANAN PUBLIK BERDASARKAN PRINSIP PELAYANAN PUBLIK DALAM PENDAFTARAN TANAH SISTEMATIS LENGKAP (PTSL) DI KANTOR PERTANAHAN KOTA MAKASSAR. Diploma thesis, Politeknik Agraria STPN.

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Abstract

The Complete Systematic Land Registration (PTSL) Program is a strategic government policy aimed at accelerating land registration while ensuring legal certainty of land ownership through improved public services. This study aims to analyze public perceptions of the quality of PTSL services, identify the supporting and inhibiting factors, and formulate efforts to improve service quality at the Makassar City Land Office. This research employed a descriptive qualitative approach. Data were collected through observations, interviews, and documentation, and analyzed using the interactive model of Miles, Huberman, and Saldaña, which includes data condensation, data display, and conclusion drawing and verification. The findings indicate that the quality of PTSL services generally fulfills the principles of accountability, transparency, responsiveness, participation, equity and fairness, effectiveness and efficiency, and professionalism. However, several challenges remain, including limited human resources, incomplete administrative documents submitted by the community, and insufficient dissemination of information regarding the program. Therefore, strengthening public outreach, improving inter-agency coordination, enhancing staff competencies, and conducting continuous monitoring and evaluation are essential to improve the quality of PTSL public services. Keywords: public service, service quality, PTSL, inhibiting factors, supporting factors

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: 21 Sep 2026 03:29
Last Modified: 21 Sep 2026 03:29
URI: http://repository.stpn.ac.id/id/eprint/5055

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