PENGARUH KUALITAS PELAYANAN TERHADAP TINGKAT KEPUASAN MASYARAKAT PADA PROGRAM PENDAFTARAN TANAH SISTEMATIS LENGKAP TAHUN 2024

Wulan Restianti Putri, 21303813 (2025) PENGARUH KUALITAS PELAYANAN TERHADAP TINGKAT KEPUASAN MASYARAKAT PADA PROGRAM PENDAFTARAN TANAH SISTEMATIS LENGKAP TAHUN 2024. Diploma thesis, Sekolah Tinggi Pertanahan Nasional.

Text Wulan Restianti Putri_21303813_1.pdf Download (472kB)

Abstract

The implementation of the Complete Systematic Land Registration Program (PTSL) is a strategic initiative by the government aimed at providing legal certainty over land ownership for the community. In its execution, the quality of public service plays a crucial role as an indicator of the program’s success. Good service quality is expected to generate satisfaction among beneficiaries of the program. Therefore, this study aims to determine the extent to which service quality influences community satisfaction in the implementation of the 2024 PTSL Program in Menur Pumpungan Subdistrict, Sukolilo District, Surabaya City. This research employs a quantitative method with a descriptive approach. Data were collected through the distribution of questionnaires to 60 respondents, who are beneficiaries of the PTSL Program. The data analysis technique used is simple linear regression analysis to examine the effect of service quality variables on the level of community satisfaction. The results indicate that service quality has a positive and significant effect on community satisfaction. This is evidenced by the t-test results showing a significance value below 0.05 and a coefficient of determination (R²) of 66%. This means that 66% of the variation in community satisfaction can be explained by the service quality variable. These findings suggest that aspects such as timeliness, clarity of information, responsiveness, and the friendliness of officers play a vital role in enhancing public satisfaction with the implementation of the PTSL Program. Keywords: PTSL, Service Quality, Community Satisfaction

Actions (login required)

View Item