Analisis Kualitas Pelayanan dalam Pembuatan Sertifikat Hak Milik Atas Tanah di Kantor Pertanahan Kabupaten Deli Serdang

Abstract

The Deli Serdang Regency Land Office has an important role in providing adequate services to the city government in the land sector, especially in making land certificates. However, there are still many obstacles to completing this land certificate at the Deli Serdang Regency Land Office. There are negative perceptions among residents of Deli Serdang Regency such as long and complicated procedures for filling out documents, the existence of brokers, and time commitments that often do not meet promises. This bad perception can certainly cause various land problems in Deli Serdang Regency. The aim of this research is to analyze the quality of services for making land ownership certificates at the Deli Serdang Regency Land Office to the community. This research uses descriptive research methods with a qualitative approach. Data collection techniques were carried out by means of interviews, observation and documentation carried out at the Deli Serdang Regency Land Office. The aim of this research is to analyze the quality of services for making land ownership certificates at the Deli Serdang Regency Land Office. This research uses descriptive research methods with a qualitative approach. Data collection techniques were carried out by means of interviews, observation and documentation at the Deli Serdang Regency Land Office. This research was analyzed using the theory of Zeithmal, et al (1990) which includes five indicators: tangible, reliability, responsiveness, assurance, and empathy. The research results show that the Tangibles (physical evidence) and reliability (reliability) indicators have worked well, but the responsiveness and assurance indicators are not adequate due to lack of responsiveness and delays in the certificate process. The Emphaty dimension also shows that service is not optimal due to unfriendly officers.