ANALISIS KUALITAS PELAYANAN PROGRAM ROYA LAYANAN LIMA MENIT (RALALI) BERDASARKAN PERSEPSI MASYARAKAT DI KANTOR PERTANAHAN KABUPATEN SRAGEN

TIARA ADINDA PUTERI, 22314035 (2026) ANALISIS KUALITAS PELAYANAN PROGRAM ROYA LAYANAN LIMA MENIT (RALALI) BERDASARKAN PERSEPSI MASYARAKAT DI KANTOR PERTANAHAN KABUPATEN SRAGEN. Diploma thesis, Politeknik Agraria STPN.

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Abstract

This study aims to analyze the service quality of the Five-Minute Mortgage Release Service Program (RALALI) at the Sragen Regency Land Office based on the Service Quality (SERVQUAL) dimensions and to examine the quality of each dimension, namely tangible, reliability, responsiveness, assurance, and empathy. This research employed a descriptive quantitative approach. Data were collected through questionnaires distributed to 100 users of the RALALI service using a four-point Likert scale. The research instrument was tested for validity and reliability, while data were analyzed using descriptive statistical analysis with SPSS version 29 by calculating the mean score for each service quality dimension. The findings indicate that the overall service quality of the RALALI Program falls into the fairly good category. The empathy dimension achieved the highest score, indicating that officers demonstrated concern, attention, and understanding of users' needs. The responsiveness dimension also showed good performance in delivering prompt and responsive services. However, the reliability dimension requires improvement, particularly in consistently achieving the promised five-minute service standard. In addition, the tangible and assurance dimensions also need enhancement, especially regarding service facilities, supporting infrastructure, and the competence and professionalism of service officers. Therefore, continuous improvement through strengthening human resources, optimizing service processes, and improving supporting facilities is necessary to enhance the quality of the RALALI Program at the Sragen Regency Land Office. Keywords: Empathy; RALALI Program; Service Quality; SERVQUAL; Tangible.

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: 14 Oct 2026 02:40
Last Modified: 14 Oct 2026 02:40
URI: http://repository.stpn.ac.id/id/eprint/5230

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