WINDI NOVITASARI, 22314518 (2026) EFEKTIVITAS LAYANAN EKSPRES SERTIPIKAT LANGSUNG UNTUK RAKYAT (LESLAR) TERHADAP KEPUASAN MASYARAKAT DI KANTOR PERTANAHAN KABUPATEN LAMPUNG SELATAN (Studi Kasus di Desa Karang Anyar Kecamatan Jati Agung Kabupaten Lampung Selatan). Diploma thesis, Politeknik Agraria STPN.
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Abstract
Public services that are fast, accessible, and able to satisfy the community are key indicators of successful governance based on the principle of good governance. As the agency responsible for land administration, the Land Office of South Lampung Regency introduced the Express Certificate Delivery Service for the People (LESLAR) program, which applies a proactive outreach approach to overcome the community's distance and accessibility constraints, particularly in Karang Anyar Village, Jati Agung Subdistrict. However, the extent to which this program improves community satisfaction still requires in-depth examination, so this study aims to describe the implementation of the LESLAR service, analyze the factors influencing its effectiveness, and measure the community's level of satisfaction with the service. This study employed a mixed methods approach with a sequential explanatory design, combining qualitative and quantitative methods. Qualitative data were obtained through interviews, observation, and documentation involving service officers and service recipients, while quantitative data were collected through a Likert-scale questionnaire distributed to 30 respondents selected by purposive sampling from a population of 150 community members who received the LESLAR service in Karang Anyar Village. The quantitative data were analyzed using validity and reliability tests, descriptive analysis, Pearson correlation, and simple linear regression using SPSS. The results show that the implementation of the LESLAR service has generally run well and is supported by three main factors: efficiency, accuracy, and goal achievement. The correlation test revealed a very strong and significant relationship between the effectiveness of the LESLAR service and community satisfaction (Pearson Correlation value of 0.892; significance <0.001), with an R Square value of 0.912, indicating that 91.2% of the variation in community satisfaction is explained by the effectiveness of the LESLAR service. The community's satisfaction level with the LESLAR service falls into the high category, with an overall average score of 4.10, leading to the conclusion that the implementation of the LESLAR service has been effective and has significantly increased community satisfaction. Based on these findings, it is recommended that the Land Office of South Lampung Regency maintain the performance of the LESLAR service, which has provided a high level of satisfaction, particularly in terms of efficiency through its proactive outreach system. Service quality improvements are still needed regarding the timeliness of certificate completion, strengthening public communication and outreach so that the community better understands service procedures, and enhancing human resource capacity to support faster, more accurate, and more measurable service delivery. Keywords:Service Effectiveness, Community Satisfaction, LESLAR, Land Services, Mixed Methods
| 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: | 01 Oct 2026 07:12 |
| Last Modified: | 01 Oct 2026 07:12 |
| URI: | http://repository.stpn.ac.id/id/eprint/5154 |
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