ANALISIS TINGKAT KEPUASAN MASYARAKAT TERHADAP LAYANAN ELEKTRONIK DALAM KEGIATAN PENDAFTARAN TANAH DI KANTOR PERTANAHAN KABUPATEN SUKOHARJO

BENHARD BATARA HOT IMMANUEL SIMANJUNTAK, 21303675 (2025) ANALISIS TINGKAT KEPUASAN MASYARAKAT TERHADAP LAYANAN ELEKTRONIK DALAM KEGIATAN PENDAFTARAN TANAH DI KANTOR PERTANAHAN KABUPATEN SUKOHARJO. Diploma thesis, Sekolah Tinggi Pertanahan Nasional.

Text BENHARD BATARA HOT IMMANUEL SIMANJUNTAK_21303675_1.pdf Download (3MB)

Abstract

This study analyzes the level of public satisfaction with e-services for land registration data maintenance at the Sukoharjo Regency Land Office. The research aims to identify the indicators that most influence public satisfaction and to determine the overall level of public satisfaction. The research method used is descriptive quantitative with an Importance Performance Analysis (IPA) approach. The study population consists of people who submitted electronic requests for land registration data maintenance that were completed in June 2025. The research sample comprises 130 respondents selected using an accidental purposive sampling method. Data was collected through questionnaires with a 4-point Likert scale (scores 1-4) to measure the performance and importance levels of each indicator. The IPA results show that the indicators most influencing public satisfaction are in Quadrant A (Main Priority) and Quadrant B (Maintain Performance). Indicators in Quadrant A that require performance improvement are "service completion time in accordance with Standard Operational Procedures (SOP)" and "ease of registering and using the 'Sentuh Tanahku' application." Indicators in Quadrant B, where performance needs to be maintained, include the readiness and speed of staff, clarity of requirements and procedures, certainty of fees, document security, staff competence and honesty, and adequate physical office facilities and service counters. Overall, the public's satisfaction with this service is rated as satisfactory, indicated by a positive gap value of 0.01 between the average performance level (3.17) and the average importance level (3.16). This positive value indicates that the service's performance has met public expectations. Keyword : Public satisfaction level, Importance Performance Analysis, performance level, importance level, Likert scale

Actions (login required)

View Item