Pengaruh Komunikasi Terhadap Kualitas Pelayanan Pendaftaran Tanah Sistematis Lengkap (PTSL) di Kantor Pertanahan Kota Medan

Abstract

This study aims to see the effect of communication on the service quality of Complete Systematic Land Registration (PTSL) at the Medan City Land Office. This study aims to see the effect of communication on the quality of complete systematic land registration (PTSL) services at the Medan City Land Office. The purpose of PTSL being formed is to accelerate land registration throughout Indonesia as stipulated in the more complete Regulation of the Minister of Agrarian Affairs and Spatial Planning/Head of the National Land Agency of the Republic of Indonesia Number 6 of 2018 concerning Complete Systematic Land Registration. The research method used in this research is causality quantitative research. Determination of the sample size to be used was obtained using the Slovin formula, in which 94 samples were obtained as respondents. Then the sampling technique used is probability sampling, namely stratified random sampling. The data collection technique used was a questionnaire using a Likert scale model, literature study, and documentation. The data analysis technique used is simple linear regression using the software application Statiscal Package for the Social Science (SPSS) type IBM SPSS 23. Where the questionnaire is tested first by testing the quality of the data, namely testing the validity and reliability tests. Furthermore, the classic assumption test is the normality test and the heteroscedasticity test. The approach used is communication using the indicators of communication success put forward by Hardiansyah including communicators, messages, media, communicants, and effects along with a service quality approach that uses the dimensions of service quality proposed by Zeithml, Berry includes tangibles, reliability, responsiveness, assurance and empathy. The results of this study indicate that communication has a positive and significant effect on the service quality of Complete Systematic Land Registration (PTSL) at the Medan City Land Office, this is evidenced by the results of the t-statistic value obtained by tcount (10.140) > ttable (1.986) with a significant level of 0.000 <0.05. Based on the calculation of the coefficient of determination (R2), an adjusted R square value of 0.523 is obtained which indicates that the communication variable is able to contribute 52.3% to service quality, while the remaining 47.7% is explained by other variables outside of this study