NAJWA ATIKAH, 22314342 (2026) HUBUNGAN KUALITAS LAYANAN APLIKASI SENTUH TANAHKU DENGAN TINGKAT KEPUASAN MASYARAKAT DI KANTOR PERTANAHAN KOTA TANGERANG SELATAN. Diploma thesis, Politeknik Agraria STPN.
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Abstract
Digital transformation in public services has encouraged the Ministry of Agrarian Affairs and Spatial Planning/National Land Agency (ATR/BPN) to develop digital land services through the Sentuh Tanahku Application. This application aims to improve efficiency, transparency, and accessibility of land services for the public. However, the success of digital services is not only determined by the existence of the application, but also by the quality of services perceived by the community as users. Therefore, this study aims to analyze service quality, the level of public satisfaction, and the relationship between service quality and public satisfaction in the use of the Sentuh Tanahku Application at the South Tangerang City Land Office. This study employed a quantitative approach with an explanatory method. Data were collected through questionnaires distributed to 50 respondents using simple random sampling. Data analysis used descriptive and inferential statistics with the assistance of Microsoft Excel and SPSS. The data testing process included validity, reliability, normality, linearity, heteroscedasticity, simple linear regression, t-test, and coefficient of determination tests. Service quality variables were measured through efficiency, trust, reliability, and citizen support dimensions, while public satisfaction variables were measured through expectation conformity, user experience, perceived value, ease of service, and accuracy of service results. The results showed that the service quality of the Sentuh Tanahku Application was categorized as high with an average score of 3.54, while public satisfaction was also categorized as high with an average score of 3.93. The results of simple linear regression and t-test indicated a significant relationship between service quality and public satisfaction with a significance value of 0.000 < 0.05. In addition, the correlation coefficient (R) value of 0.813 indicated a very strong relationship, while the coefficient of determination (R Square) value of 0.661 showed that service quality explained 66.1% of the variation in public satisfaction. Therefore, the better the service quality of the Sentuh Tanahku Application, the higher the level of public satisfaction tends to be. Keywords: Service Quality, Public Satis faction, Sentuh Tanahku Application.
| 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: | 06 Jul 2026 01:57 |
| Last Modified: | 06 Jul 2026 01:57 |
| URI: | http://repository.stpn.ac.id/id/eprint/4859 |
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