Alan Darmasaputra, 22314086 (2026) PENGARUH KUALITAS PELAYANAN PROGRAM PENDAFTARAN TANAH SISTEMATIS LENGKAP (PTSL) TERHADAP KEPUASAN MASYARAKAT PESERTA PTSL DI KECAMATAN KALIANDA, KABUPATEN LAMPUNG SELATAN. Diploma thesis, Politeknik Agraria STPN.
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Abstract
PTSL is often assessed through administrative outputs, yet participants also evaluate the delivery of land registration services. This study examines the association between the quality of performance-based PTSL services and community satisfaction in Kecamatan Kalianda, Kabupaten Lampung Selatan. Using a cross-sectional explanatory survey, data were collected from 60 PTSL participants selected purposively from three villages or urban villages. Service quality was measured through SERVQUAL dimensions, while satisfaction was measured using public service satisfaction indicators. Descriptive results show very good perceived service quality and satisfaction. Pearson correlation indicates a strong positive association between total service quality and satisfaction. Simple regression explains 80.0% of the variance in satisfaction, while the multiple regression model explains 85.6%. Empathy and responsiveness are the significant predictors. Because the design is cross-sectional and based on self-reported perceptions, the findings are interpreted as association, not causal proof. The study contributes practical insight for citizen-centered land administration services. Keywords: citizen satisfaction, land administration, PTSL, public service quality, SERVQUAL.
| 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: | 27 Oct 2026 02:30 |
| Last Modified: | 27 Oct 2026 02:30 |
| URI: | http://repository.stpn.ac.id/id/eprint/5282 |
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