Kualitas Pelayanan Pengurusan Sertifikat Tanah oleh Kantor Badan Pertanahan Nasional Kabupaten Tapanuli Utara

Abstract

Registration of land certificates is a process of administrative fulfillment of proof of rights to a plot of land as well as a form of recognition of rights from the state. The National Land Agency as an institution appointed to handle all matters concerning land administration in the State of Indonesia. The quality of service from the National Land Agency is often complained about by the public, especially from the service side, especially those in the offices of the National Land Agency in the regions. Some of the problems that often arise and occur in services are problems related to costs, time and attitudes provided by service providers. One of them is the Office of the Land Agency of North Tapanuli Regency, which is still often complained about by the community in getting services provided by the Office of the National Land Agency of North Tapanuli Regency. So that the purpose of this research is to find out and describe the quality of land certuificate management sercices by the office of the National Land Agency on North Tapanuli Regency. The research method used in this research is descriptive qualitative research method. Data and information collection is done through interviews, observation and documentation. The data and information obtained are analyzed qualitatively using the approach of service quality theory according to Zeithaml, Parasuraman and Berry in 1990, which includes 5 variables, namely, tangible, reliability, responsiveness, assurance and empathy. The results of the study indicate that the quality of service in land certificate registration at the Office of the National Land Agency of North Tapanuli Regency in accordance with using the service quality theory approach according to Zeithaml, Parasuraman and Berry in 1990 is still not maximally implemented. Because of the responsiveness and empathy variables, the services provided are still not maximized and far from perfect. In contrast to the tangible, reliability and assurance variables have been running appropriately in accordance with established regulations.