INDEKS KEPUASAN MASYARAKAT TERHADAP LAYANAN ROYA JADI LIMA MENIT (ROJALI) DI KANTOR PERTANAHAN KABUPATEN SLEMAN

SALWA MUTIA RAKAN, 22313984 (2026) INDEKS KEPUASAN MASYARAKAT TERHADAP LAYANAN ROYA JADI LIMA MENIT (ROJALI) DI KANTOR PERTANAHAN KABUPATEN SLEMAN. Diploma thesis, Politeknik Agraria STPN.

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Abstract

This study examines the Community Satisfaction Index (CSI) of the ROJALI (Roya Jadi Lima Menit/Roya in Five Minutes) service at the Land Office of Sleman Regency, along with the challenges and solutions in its implementation. ROJALI is an innovative service for mortgage cancellation designed specifically for electronic certificate holders who apply directly to the office, with a five-minute completion target counted from the moment payment confirmation is received by the system. This study employs a mixed method approach with equal status and sequential design. Quantitative data were collected through questionnaires and qualitative data through semi-structured interviews. A total of 14 respondents participated, comprising all ROJALI applicants encountered during the April to May 2026 research period. The CSI measurement was based on nine service elements in accordance with the Regulation of the Minister of Administrative Reform and Bureaucratic Reform Number 14 of 2017, while the analysis of challenges used the public service weakness framework proposed by Maryam (2016). The CSI measurement yielded a conversion value of 85.839, placing the ROJALI service in category B (Good). The facilities and infrastructure element received the highest perception score, while the system, mechanism, and procedure element received the lowest. Identified challenges cover two dimensions. First, from the service delivery pattern: limited public understanding of the five-minute timeframe, low public awareness of ROJALI, limited payment access near the office, and disruptions to the KKP-Web and SI TATA application systems. Second, from the human resources dimension: officer and authorized signatory unavailability due to other official duties. The Land Office of Sleman Regency has implemented various solutions including socialization through social media and banners, retaining applicant files during payment difficulties, use of alternative internet connections, and designating multiple officers capable of handling ROJALI processing. Keywords: Community Satisfaction Index, Electronic Certificate, Public Service Innovation, ROJALI, Roya.

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: 08 Oct 2026 04:08
Last Modified: 08 Oct 2026 04:08
URI: http://repository.stpn.ac.id/id/eprint/5190

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