Kualitas Pelayanan Sertifikat Tanah Hak Milik di Kantor Pertanahan Kabupaten Jayapura

Jurnal Borneo Administrator

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Field Value
 
Title Kualitas Pelayanan Sertifikat Tanah Hak Milik di Kantor Pertanahan Kabupaten Jayapura
 
Creator Sapioper, Hiskia C.M.
Flassy, Marlina
ilham, Ilham
 
Description The study aims to know and describe the quality of services and arrangements in the land certificates processing at Land Office of Jayapura Regency, Papua Province in Indonesia. This was a qualitative research by using service quality theory. This theory consists of five main dimensions namely, tangible, empathy, reliability, responsiveness, and assurance. The primary data was obtained through observation and interviews, while secondary data was obtained through library research. Data analysis was carried out through reduction and presentation, conclusions, and verification. Therefore, the results showed that service procedures were implemented according to standards, and the officers' competence were considered adequate. However, in terms of facilities and infrastructure, service standards did not meet the required expectations. Finally, the duration of the process indicated that the services provided were not responsive to the community needs.
 
Kajian ini dilakukan untuk mengetahui dan mendeskripsikan kualitas pelayanan dan pengaturan pertanahan dalam pengurusan sertifikat tanah hak milik di Kantor Pertanahan Kabupaten Jayapura, Provinsi Papua. Jenis penelitian ini adalah kualitatif dengan menuang teori kualitas pelayanan yang terdiri atas lima dimensi pokok: tangible, empathy, reliability, responsiveness, assurance. Data primer diperoleh melalui pengamatan dan wawancara, data sekunder berasal dari studi kepustakaan. Analisis data dilakukan melalui reduksi data, penyajian data, penarikan kesimpulan dan verifikasi. Hasil penelitian ini menunjukkan bahwa prosedur pelayanan telah dilaksanakan sesuai standar pelayanan, serta kompetensi petugas juga dinilai telah memadai. Kendati demikian, dari segi sarana dan prasarana belum sepenuhnya sesuai dengan standar pelayanan, lamanya proses penyelesaian pengaduan juga mengindikasikan bahwa pelayanan yang diberikan kurang memuaskan kebutuhan masyarakat selaku pengguna layanan.
 
Publisher Puslatbang KDOD Lembaga Administrasi Negara
 
Date 2021-04-30
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://samarinda.lan.go.id/jba/index.php/jba/article/view/769
10.24258/jba.v17i1.769
 
Source Jurnal Borneo Administrator; Vol 17 No 1 (2021): April 2021; 89-110
2407-6767
1858-0300
 
Language eng
 
Relation https://samarinda.lan.go.id/jba/index.php/jba/article/view/769/333
 
Rights Copyright (c) 2021 Jurnal Borneo Administrator
http://creativecommons.org/licenses/by-nc-sa/4.0
 

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