ANALISIS KUALITAS LAYANAN DAN KEPUASAN MASYARAKAT PADA LAYANAN PENDAFTARAN TANAH DI KANTOR PERTANAHAN KABUPATEN BANDUNG

Taufiq Mohammad Fayad Sukmaya, 22314394 (2026) ANALISIS KUALITAS LAYANAN DAN KEPUASAN MASYARAKAT PADA LAYANAN PENDAFTARAN TANAH DI KANTOR PERTANAHAN KABUPATEN BANDUNG. Diploma thesis, Politeknik Agraria STPN.

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Abstract

This study aims to analyze the quality of land registration services, determine the level of community satisfaction, and examine the effect of service quality on community satisfaction at the Bandung Regency Land Office. This research employed a quantitative approach using a survey method. The population consisted of 157 users of land registration services at the Bandung Regency Land Office. The sample was determined using the Slovin formula and obtained 61 respondents. Data collection was conducted through questionnaires, observations, documentation, and literature studies. Service quality was measured using the SERVQUAL dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy, while community satisfaction was measured using the Community Satisfaction Index (CSI/IKM) indicators. Data analysis techniques included validity testing, reliability testing, descriptive analysis, Community Satisfaction Index analysis, and simple linear regression analysis using SPSS. The results showed that the quality of land registration services obtained a Respondent Achievement Level (TCR) score of 92.25%, categorized as very good. The Community Satisfaction Index score reached 95.37, indicating Service Quality Grade A with a very good service performance category. Furthermore, simple linear regression analysis indicated that service quality had a positive and significant effect on community satisfaction, with a significance value of 0.017 (<0.05). The coefficient of determination (R2) was 0.093, indicating that service quality contributed 9.3% to community satisfaction, while the remaining 90.7% was influenced by other factors outside the research model. Keywords: Service Quality, Community Satisfaction, Land Registration Services, Community Satisfaction Index, Land Office

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: 02 Nov 2026 03:17
Last Modified: 02 Nov 2026 03:17
URI: http://repository.stpn.ac.id/id/eprint/5309

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