PENGARUH KUALITAS PELAYANAN BERBASIS DIGITAL TERHADAP KEPUASAN MASYARAKAT DI KANTOR PERTANAHAN KABUPATEN KEDIRI

ANGGET BARAWANGI SAED WIJAYA, 22314223 (2026) PENGARUH KUALITAS PELAYANAN BERBASIS DIGITAL TERHADAP KEPUASAN MASYARAKAT DI KANTOR PERTANAHAN KABUPATEN KEDIRI. Diploma thesis, Politeknik Agraria STPN.

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Abstract

This study aims toanalyze the relationship between the quality of digital-based services andpublic satisfaction at the Kediri Regency Land Office. The study employs anexplanatory quantitative approach with a cross-sectional survey design througthe distribution of questionnaires to 54 respondents who are users of digital- based land services. Service quality was measured using the five dimensions of SERVQUAL: tangibles,reliability, responsiveness, assurance, and empathy, while public satisfaction was measured using the components of the Public Satisfaction Index (PSI). The results indicate a positive and significant relationship between the quality of digital-based services and public satisfaction, with a regression coefficient of 0.447 and p < 0.001. The R-squared value of 0.339 indicates that the research model explains 33.9% of the variation in public satisfaction, while the remaining 66.1% is related to other factors not examined in this study. The PSI value of 81.50 indicates that the service falls into the “good” category. Thus, the better the quality of digital-based services perceived by respondents, the higher the level of public satisfaction. However, because this study used a cross-sectional survey design, the results indicate a statistical association but do not prove a cause- and-effect relationship. Keywords: quality of digital-based services, public satisfaction, land administration services, IKM, SERVQUAL.

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 07:05
Last Modified: 23 Sep 2026 07:05
URI: http://repository.stpn.ac.id/id/eprint/5084

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