ANALISIS TINGKAT KEPUASAN MASYARAKAT TERHADAP PELAYANAN SERTIPIKAT ELEKTRONIK DI KANTOR PERTANAHAN KOTA PAGAR ALAM

SINTIA AMANDA PUTRI, 22314033 (2026) ANALISIS TINGKAT KEPUASAN MASYARAKAT TERHADAP PELAYANAN SERTIPIKAT ELEKTRONIK DI KANTOR PERTANAHAN KOTA PAGAR ALAM. Diploma thesis, Politeknik Agraria STPN.

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Abstract

Digital transformation in land services is a key agenda of the Ministry of Agrarian Affairs and Spatial Planning/National Land Agency to improve public service quality, including through the issuance of electronic certificates replacing analog certificates under Regulation of the Minister of Agrarian Affairs and Spatial Planning Number 3 of 2023. The Land Office of Pagar Alam City has implemented this policy, making it relevant to examine community satisfaction with this transition. This research aims to determine the level of community satisfaction with electronic certificate services and its effectiveness compared to the analog system. The method used is quantitative comparative descriptive, involving 100 respondents with experience of both systems, selected through purposive sampling. Data were collected using a Likert scale questionnaire from 1 to 4 across nine service elements under Regulation of the Minister of Administrative and Bureaucratic Reform Number 14 of 2017, analyzed using the Community Satisfaction Index and a Wilcoxon Signed Ranks Test. The findings show that satisfaction with the analog certificate falls into the Good category (score 76.60), with Completion Time and Complaint Handling as the weakest elements. After the shift to the electronic certificate, satisfaction rose to the Very Good category (score 81.50). The Wilcoxon test produced a Z value of - 7.380 with a significance of 0.000, confirming a significant difference between the two systems, with 83 of 100 respondents reporting increased satisfaction. It can be concluded that electronic certificates at the Land Office of Pagar Alam City have proven statistically effective in increasing community satisfaction, although completion time and complaint handling still require improvement. Keywords: community satisfaction, electronic certificate, Community Satisfaction Index, service effectiveness, Pagar Alam City

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 03:10
Last Modified: 14 Oct 2026 03:10
URI: http://repository.stpn.ac.id/id/eprint/5232

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