DEVI KUSUMAWARDANI, 22314507 (2026) TINGKAT KEPUASAN MASYARAKAT TERHADAP PENERAPAN SERTIPIKAT ELEKTRONIK DI KANTOR PERTANAHAN KOTA BANJARBARU. Diploma thesis, Politeknik Agraria STPN.
![[img]](http://repository.stpn.ac.id/style/images/fileicons/text.png) |
Text
Devi Kusumawardani_22314507.pdf Download (376kB) |
Abstract
The digital transformation of land services has been implemented through the adoption of electronic land certificates as an effort to improve public service quality by making it more effective, efficient, secure, and transparent. The Banjarbaru City Land Office is one of the land offices that has implemented electronic certificate services; therefore, an evaluation of public satisfaction is necessary to assess the effectiveness of the service. This study aims to measure the level of public satisfaction with the implementation of electronic certificates based on the Public Satisfaction Index (PSI) service elements and to identify service aspects that require further improvement. This research employed a descriptive quantitative approach. Primary data were collected through questionnaires distributed to 50 respondents who had used electronic certificate-based land title transfer services at the Banjarbaru City Land Office. Data were analyzed using the Public Satisfaction Index method based on the Regulation of the Minister of Administrative and Bureaucratic Reform of the Republic of Indonesia Number 14 of 2017. In addition, the PSI results were analyzed using the principles of land registration services stipulated in Government Regulation Number 24 of 1997, namely simplicity, security, transparency, affordability, and accessibility. The results indicate that the public satisfaction level with the implementation of electronic certificates achieved a Public Satisfaction Index score of 86.550, which falls into Category B (Good). These findings indicate that electronic certificate services have generally met public expectations by providing more effective and efficient administrative processes while ensuring the security of land documents. Based on the service indicator analysis, the principles of simplicity and security obtained the highest average score of 3.595, followed by transparency (3.560), affordability (3.537), and accessibility (3.447). Although all service indicators were classified as good to very good, the accessibility aspect remains the primary area requiring improvement, particularly in enhancing public understanding of service procedures and the utilization of electronic service systems. Keywords: public satisfaction, electronic land certificate, land services, Public Satisfaction Index, digital transformation.
| 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: | 09 Oct 2026 02:57 |
| Last Modified: | 09 Oct 2026 02:57 |
| URI: | http://repository.stpn.ac.id/id/eprint/5198 |
Actions (login required)
 |
View Item |
