ANALISIS TINGKAT KEPUASAN MASYARAKAT TERHADAP PELAYANAN KANTOR PERTANAHAN KOTA PONTIANAK SEBAGAI KANTOR UNGGULAN DI KALIMANTAN BARAT

M. ARDHIEM LAKSAMANA P.R., 22314250 (2026) ANALISIS TINGKAT KEPUASAN MASYARAKAT TERHADAP PELAYANAN KANTOR PERTANAHAN KOTA PONTIANAK SEBAGAI KANTOR UNGGULAN DI KALIMANTAN BARAT. Diploma thesis, Politeknik Agraria STPN.

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Abstract

Public service is a manifestation of the government's responsibility to the community. In the era of bureaucratic reform that emphasizes transparency, responsibility, and improving the quality of service, every government agency is expected to provide services that are not only fast and accurate, but also meet the expectations of the community as users. This study seeks to reveal the level of the Public Satisfaction Index (IKM) regarding services at the Pontianak City Land Office. The method used in this study is qualitative with a descriptive approach, where data is obtained from interviews, documentation, and observation. Qualitative analysis in this study consists of an analysis of service aspects. Related to various assessment variables, the Public Satisfaction Index (IKM) of the Pontianak City Land Office shows good results. These results were achieved comprehensively where all variables received an index of three or above and received a very good predicate. Meanwhile, public assessment of service is based on the speed and timeliness of service completion, more specifically the issuance of land decrees which applicants complained was very slow for. However, this is also balanced by the provision of complete facilities for applicants, ranging from comfortable waiting rooms and the availability of supporting facilities such as prayer rooms, breastfeeding rooms, boxes and complaint rooms. This makes applicants feel comfortable and eliminates any obstacles they experience in the service process. Keyword: Public Satisfaction Index, Public Services.

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: 25 Sep 2026 06:39
Last Modified: 25 Sep 2026 06:39
URI: http://repository.stpn.ac.id/id/eprint/5098

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