PENGARUH INOVASI DAN KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT PADA PROGRAM PELATARAN DI KANTOR PERTANAHAN KOTA SURABAYA I

M. FARHAN ZARMI NIKARDO, 22314416 (2026) PENGARUH INOVASI DAN KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT PADA PROGRAM PELATARAN DI KANTOR PERTANAHAN KOTA SURABAYA I. Diploma thesis, Politeknik Agraria STPN.

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Abstract

This study aims to analyze the effect of service innovation on community satisfaction, the effect of service innovation on service quality, and the effect of service quality on community satisfaction in the Weekend Land Service Program (Pelataran) at the Land Office of Surabaya City I. The study was conducted at the Land Office of Surabaya City I using a quantitative approach through a survey method. Data were collected through questionnaires distributed to Pelataran service users, with a total of 80 respondents analyzed. Data analysis was performed using Structural Equation Modeling-Partial Least Squares (SEM-PLS) with SmartPLS 4.0. The results show that service innovation has a positive and significant effect on community satisfaction with a coefficient of 0.322, t-statistic of 2.040, and p-value of 0.021. Service innovation has a positive and significant effect on service quality with a coefficient of 0.672, t-statistic of 10.208, and p-value < 0.001. Service quality has a positive and significant effect on community satisfaction with a coefficient of 0.478, t-statistic of 3.299, and p-value < 0.001. These findings indicate that service innovation not only directly impacts community satisfaction, but also plays a role in improving service quality. However, community satisfaction does not occur automatically merely through innovation, but requires reliable, responsive, and community-oriented service quality. Keywords: Service Innovation, Service Quality, Community Satisfaction, Pelataran Program

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: 10 Jul 2026 04:45
Last Modified: 10 Jul 2026 04:45
URI: http://repository.stpn.ac.id/id/eprint/4880

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