FARHAN ASKARUZZAMAN, 22314230 (2026) ANALISIS KUALITAS PROGRAM PELAYANAN PERTANAHAN AKHIR PEKAN (PELATARAN) DI KANTOR PERTANAHAN KOTA BANDAR LAMPUNG. Diploma thesis, Politeknik Agraria STPN.
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Abstract
Pelayanan Pertanahan Akhir Pekan Program (PELATARAN) is a public service innovation developed by the Ministry of Agrarian Affairs and Spatial Planning/National Land Agency (ATR/BPN) to improve public access to land administration services by providing services on weekends. The program has been implemented at the Bandar Lampung City Land Office to provide alternative service hours for citizens who have limited access to land services during regular working days. This study aims to analyze the implementation of the PELATARAN Program, examine the quality of the services provided, and identify the factors influencing the quality of the PELATARAN Program at the Bandar Lampung City Land Office. This study employed a descriptive qualitative approach. Data were collected through interviews, observations, documentation, and a literature review. Informants were selected using purposive sampling based on their direct involvement in the implementation of the PELATARAN Program and consisted of the Head of the General Administration Subdivision, the Coordinator of the Land Rights Registration Subsection, the Coordinator of the Land Rights Data Maintenance and PPAT Development Subsection, Front Office officers, and a PELATARAN service user. Data were analyzed through data reduction, data display, and conclusion drawing. The credibility of the findings was ensured through source triangulation by comparing information obtained from different informants with observations and supporting documents. The findings indicate that the implementation of the PELATARAN Program has been carried out in accordance with established regulations through effective inter- unit coordination, competency-based task allocation, and periodic evaluations. Based on the perspective of the interviewed service user, the program provided positive service experiences, particularly regarding the adequacy of service facilities, the competence of personnel, the consistent implementation of standard operating procedures, the responsiveness of officers, and service delivery that was oriented toward community needs. The study also identified four main factors identified as being associated with the quality of the PELATARAN Program, namely organizational factors, human resources, service systems, and the interviewed service user's need for alternative service hours on weekends. These findings regarding service quality should be interpreted with caution because the perspective of service users was represented by only one informant. Therefore, the findings reflect the experience of the interviewed service user and cannot be considered representative of the experiences of all PELATARAN service users. Keywords : Public Service, Service Quality, PELATARAN Program, Land Services, Bandar Lampung City 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: | 29 Oct 2026 09:08 |
| Last Modified: | 29 Oct 2026 09:08 |
| URI: | http://repository.stpn.ac.id/id/eprint/5301 |
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