Kualitas pelayanan publik Kantor Pertanahan :: Studi tentang pengukuran tingkat kepuasan pelanggan sebagai upaya meningkatkan kinerja Kantor Pertanahan Kotamadya Jakarta Selatan

NASUTION, A. Halim, Prof.Dr. Miftah Thoha

2005 | Tesis | Magister Administrasi Publik

Penelitian ini dilatarbelakangi oleh keinginan untuk mengetahui kepuasan masyarakat atas kualitas pelayanan administrasi pertanahan di Kantor Pertanahan Jakarta Selatan. Isu yang diteliti adalah: apakah kepuasan tersebut disebabkan oleh sudah adanya dukungan peraturan yang memadai, ataukah karena pelayanannya sendiri memang sudah berkualitas. Penelitian yang berlokasi di Kantor Pertanahan Kotamadya Jakarta Selatan menggunakan metode riset deskriptif dengan teknik analisis data secara Kualitatif- Kuantitatif. Responden penelitian ini adalah masyarakat pemanfaat jasa pelayanan publik bidang pertanahan yang berurusan dengan Kantor Pertanahan Kotamadya Jakarta Selatan dengan sampel sebesar 87 responden. Penelitian ini menggunakan dua jenis data, yakni data primer dan data sekunder yang bersifat kualitatif maupun kuantitatif yang kemudian diolah dalam bentuk tabulasi silang dan dianalisis dengan teknik Importance-Performance Analysis atau Analisis Tingkat Kepentingan dan Kepuasan Pelanggan dan didukung pula oleh analisis regresi. Penelitian ini menyimpulkan, bahwa tingkat kepuasan masyarakat pelanggan terhadap jasa pelayanan di bidang pertanahan memang dipengaruhi oleh penilaian responden terhadap kinerja pelayanan administrasi pertanahan yang diberikan di Kantor Pertanahan Kodya Jakarta Selatan, namun tingkat kesesuaian kepentingan pelanggan dengan kinerja pelayanan publik bidang pertanahan ternyata tidak dipengaruhi oleh kesesuaian antara tingkat kepentingan dengan kinerja pelayanan dan juga tidak dipengaruhi oleh kesesuaian antara tingkat kepentingan dengan intensitas pelayanan. Tingkat kepuasan masyarakat pelanggan terhadap jasa pelayanan di bidang pertanahan ternyata justru dipengaruhi oleh intensitas pelayanan aparatur Kantor Pertanahan Kotamadya Jakarta Selatan yang ditentukan oleh faktor-faktor kemudahan prosedural, kenyamanan, komunikasi dua arah lancar, peralatan lengkap, kejujuran aparatur pertanahan, informasi jelas, keramahan, keahlian aparatur, penegakan hukum, pelayanan tuntas, penuh perhatian, cepat merespon keluhan, tepat waktu dan tepat sasaran, dan tidak pandang bulu. Berdasarkan hasil tersebut maka penelitian ini menyarankan agar pelayanan prima di bidang pertanahan memperhatikan tiga pilar utama, yaitu sistem dan prosedur mudah, komunikasi dua arah secara intensif, dan pembentukan karakter manusia.

The research aim is to find the causal factors of public satisfaction toward public (government) services at The Office of the Jakarta Selatan City Land Registering. The issues is whether the satisfaction come from the existence of the regulatory system or the quality of the public services itself. The research where located on Land Office of Jakarta Selatan City employs descriptive research methods and benefits qualitative-quantitative data analysis technique. The respondents for this research are the land services beneficiaries who come into the Land Office. Number of respondents is 87 samples. This research uses two data type, they are primary data and secondary data and both are qualitativequantitative data. Cross tabulation procedure is utilized to manage the collected data. Importance-Performance Analysis technique is benefited to measure the interest and satisfying level of the land services beneficiaries. Regression Analysis is benefited to examine the correlation among the research variables. Based on Importance-Performance Analysis technique, this research concludes that satisfying level of the land services beneficiaries is most determined by respondent judgments on land services performances of Jakarta Selatan City Land Office officers (X2) rather than determined by respondent judgments on land services product of the Jakarta Selatan City Land Office (X3) and by respondent judgments on service intensity of the Jakarta Selatan City Land Office officers (X4). Based on Regression Analysis, this research concludes that satisfying level of the land services beneficiaries or respondent interest level on provided quality services of Jakarta Selatan City Land Office (Y1) is affected strongly by the respondent judgments on service intensity of the Jakarta Selatan City Land Office officers (X4). Two others dependent variables, the respondent judgments on land services performances of Jakarta Selatan City Land Office officers (X2) and the respondent judgments on land services product of the Jakarta Selatan City Land Office (X3) are not affected to respondent interest level on provided quality services of Jakarta Selatan City Land Office (Y1). The factors embodied on service intensity of the Jakarta Selatan City Land Office officers that can determine satisfying level land services beneficiaries is ranked continuously by simple procedures, simple application form access, comfortable room, fluently two-ways communication, well equipment, honestly officials, clear information, hospitality officials, skilled officials, law enforcement, comprehensive services, full concern services, quick respond on any complain, on time services as scheduled, and high impersonality. Regarding both analytical results above, this research recommends that superior service quality on land administration service in Land Office governed by public officer must be delivered to the land services beneficiaries with pay attention on three main pillars, they are simply system and procedure of land administration, intensively two-ways communication between Land Office and land services beneficiaries (citizens), and human character building of land public service provider (land administrative officer).

Kata Kunci : Kinerja Kantor Pertanahan, Kualitas Layanan