EVALUASI TINGKAT KEPUASAN MASYARAKAT TERHADAP KUALITAS PELAYANAN Drive-Thru DI KANTOR PERTANAHAN KABUPATEN BEKASI

MARIA MUFIDAH, 22314247 (2026) EVALUASI TINGKAT KEPUASAN MASYARAKAT TERHADAP KUALITAS PELAYANAN Drive-Thru DI KANTOR PERTANAHAN KABUPATEN BEKASI. Diploma thesis, Politeknik Agraria STPN.

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Abstract

The Bekasi Regency Land Office has introduced an innovative Drive-Thru service as an effort to improve the efficiency and speed of land services, particularly in collecting land certificates. As the number of applicants increases, evaluating the quality of this service is crucial to ensure that the Drive-Thru service meets public expectations. This study aims to measure public satisfaction and determine the effect of Drive-Thru service quality on public satisfaction at the Bekasi Regency Land Office. The study used a quantitative method with a survey approach involving 36 respondents using an accidental sampling technique. Data were collected using a Likert-scale questionnaire with a score of 1–4 based on the Servqual and SKM indicators (Minister of Administrative and Bureaucratic Reform Decree No. 14 of 2017). Data were then analyzed using validity, reliability, normality, and Spearman correlation tests. The results showed that public satisfaction was in the high category with a mean score of 82.58. The instrument was declared valid and highly reliable (Cronbach's Alpha = 0.969). The Spearman correlation test yielded a correlation coefficient of 0.819 with a significance level of 0.000 < 0.05, indicating a very strong and positive relationship between the quality of drive-thru services and public satisfaction. The better the quality of service provided, the higher the level of public satisfaction with the land service. Keywords: Public Satisfaction, Drive-Thru Services, Public Services, Land, Spearman Correlation Test

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: 23 Sep 2026 03:05
Last Modified: 23 Sep 2026 03:05
URI: http://repository.stpn.ac.id/id/eprint/5073

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