ANALISIS TINGKAT KEPUASAN MASYARAKAT TERHADAP PELAKSANAAN PROGRAM PENDAFTARAN TANAH SISTEMATIS LENGKAP (PTSL) DI DESA SUWAYUWO, KECAMATAN SUKOREJO, KABUPATEN PASURUAN

RACHEL AZRIL AZZAHRAH, 22314027 (2026) ANALISIS TINGKAT KEPUASAN MASYARAKAT TERHADAP PELAKSANAAN PROGRAM PENDAFTARAN TANAH SISTEMATIS LENGKAP (PTSL) DI DESA SUWAYUWO, KECAMATAN SUKOREJO, KABUPATEN PASURUAN. Diploma thesis, Politeknik Agraria STPN.

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Abstract

The Complete Systematic Land Registration (PTSL) Program is a government initiative aimed at accelerating land registration while improving the quality of public services. This study aims to determine the level of public satisfaction with the implementation of the PTSL Program in Suwayuwo Village, Sukorejo District, Pasuruan Regency based on the Public Satisfaction Index (PSI) and service quality using the SERVQUAL method. This study employed a quantitative descriptive approach involving 100 respondents from the first wave of the 2019 PTSL Program selected through purposive sampling. Data were collected using a Likert-scale questionnaire and analyzed using the Public Satisfaction Index (PSI) based on the nine service elements stipulated in the Regulation of the Minister of Administrative and Bureaucratic Reform No. 14 of 2017, the five SERVQUAL dimensions, and Spearman's rho correlation test. The results indicate that public satisfaction with the implementation of the PTSL Program falls into the Good category, with a Public Satisfaction Index score of 83.24. The overall SERVQUAL score also falls into the Good category, with an average score of 82.83. The empathy dimension achieved the highest score, while responsiveness received the lowest. All service quality dimensions were significantly correlated with public satisfaction, with the assurance dimension showing the strongest correlation. These findings suggest that improving service quality, particularly in terms of assurance and legal certainty, can enhance public satisfaction with the implementation of the PTSL Program. Keywords: community satisfaction, service quality, PTSL, Community Satisfaction Index, 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: 14 Oct 2026 03:04
Last Modified: 14 Oct 2026 03:04
URI: http://repository.stpn.ac.id/id/eprint/5231

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