KEPUASAN MASYARAKAT DITINJAU DARI KUALITAS LAYANAN PROGRAM PELAYANAN TANAH AKHIR PEKAN (PELATARAN) DI KANTOR PERTANAHAN KABUPATEN SLEMAN

SALMAN ABDUR RASYID, 22314350 (2026) KEPUASAN MASYARAKAT DITINJAU DARI KUALITAS LAYANAN PROGRAM PELAYANAN TANAH AKHIR PEKAN (PELATARAN) DI KANTOR PERTANAHAN KABUPATEN SLEMAN. Diploma thesis, Politeknik Agraria STPN.

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Abstract

This study examines the level of community satisfaction with the service quality of the Weekend Land Service Program (PELATARAN) at the Sleman Regency Land Office, a supporting service unit designed to widen public access to land administration outside regular working hours. Grounded in the SERVQUAL model of Parasuraman, Zeithaml, and Berry and the theory of customer satisfaction, the research treats service quality across the dimensions of tangibles, reliability, responsiveness, assurance, and empathy as the independent variable influencing community satisfaction as the dependent variable. Using a quantitative descriptive approach with a cross-sectional design, data were collected from April to May 2026 through accidental sampling of 60 respondents who had directly experienced the PELATARAN service, with the Community Satisfaction Index (Indeks Kepuasan Masyarakat/IKM) and simple linear regression employed as the primary analytical tools. The findings show that the Community Satisfaction Index for the PELATARAN program reached 3.8148, or 95.37 after conversion, placing service quality in category A with a “Very Good” performance rating. The regression analysis further confirms that service quality has a significant and positive effect on community satisfaction, evidenced by a calculated t-value of 13.365 exceeding the t-table value of 3.560 at a significance level of 0.000, with an R Square of 0.751 indicating that 75.1% of the variance in satisfaction is explained by service quality, following the equation Y = 14.489 + 0.979X. These results affirm that the PELATARAN program is an effective public service innovation, while the comparatively lower score on the personnel-behavior dimension signals a priority area for continuous improvement. The study contributes empirical evidence for evidence-based policy formulation in land administration services and offers a reference point for future research on community satisfaction in the public sector. Keywords: community satisfaction, service quality, PELATARAN program, SERVQUAL, land office

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:	27 Oct 2026 07:36
Last Modified:	27 Oct 2026 07:36
URI:	http://repository.stpn.ac.id/id/eprint/5291

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