ANALISIS INDEKS KEPUASAN MASYARAKAT (IKM) TERHADAP KINERJA PELAYANAN PUBLIK BIDANG PERTANAHAN DALAM PROSES BALIK NAMA PADA PERALIHAN HAK KARENA JUAL-BELI DIKANTOR PERTANAHAN KABUPATEN SEMARANG

Abstract

This thesis aimed to find out (1) satisfactory index on public service performance in land administration, (2) importance of public service aspects in land administration, (3) strength and weakness of public service in land and (4) fitness between public service performance and importance of service aspects according to land administration service user related to owner and rights trade-off due to transaction at Semarang Regency Land Administration Bureau. Method used was a descriptive-quantitative study, which consisted of two variables: (1) people`s sastisfaction rate on public service performance in land administration, and (2) people`s importance on public sevice aspects in land administration. According to the results of the study, the quality of public service at semarang regency land administration bureau,in particular that dealing whith owner and rights trade-off was still under expentation. All of them had caused the bereau quite serious troubles in running in serving the public interesta. However, some strengths were still found, such as (1) staff ability of service providers, (2) politeness and service staff`s generosity, (3) affordable service cost, (4) certainty of service cost, (5) environmental convenience, and (6) service safety. These all gave significant contributions to the service provided by the semarang regency land administration bureau. Such inadequacy resulted in the bureau`s weaknesses related to (1) service procedures, (2) service conditions, (3) unclear staff job description, (4) staff disciplinary, (5) staff responsibility, (6) service timeliness, (7) service fainerness, (8) scheduled service These all gave significant contributions to the service provided by The Semarang Regency Land Administration Bureau Keywords : Satisfaction, people, public service, and Semarang Regency Land Administration Bureau Penyusunan tesis ini bertujuan untuk mengetahui (1) nilai indeks kepuasan masyarakat terhadap pelayanan kinerja publik di bidang pertanahan, (2) kepentingan terhadap unsur-unsur pelayanan publik di bidang pertanahan, (3) kekuatan dan kelemahan, dan (4) sejauhmana tungkat kesesuaian antara kinerja pelayanan publik dengan tingkat kepentingan unsur-unsur pelayana menurut masyarakat pengguna jasa layanan di bidang petanahan dalam hal proses balik nama pada peralihak karena jualbeli di kantor pertanahan kabupaten semarang. Metode penelitian yang di gunakan dalam penelitian ini deskriptif kuantitatif dengan menggunakan 2 variabel yaitu (1) variabel tingkat kepuasan masyarakat terhadap kinerja pelayanan publik di bidang pertanahan dan (2) variabel tingkat kepentingan masyarakat terhadap unsur-unsur pelayanan publik di bidang pertanahan. Berdasarkan hasil penelitian diketahui bahwa mutu pelayanan publik kantor pertanahan kabupaten semarang khususnya dalam hal proses balik nama pada peralihan hak karena jual-beli masih kurang padahal keberadan kantor pertanahan kabupaten semarang untuk pelayanan di bidang pertanahan sangat penting. Adapun kekutan yang berupa (1) kemampuan petugas pelayanan, (2) kesopanan dan keramahan petugas pelayanan, (3) kewajaran biaya pelayanan, (4) kepastian biaya pelayanan, (5) kenyamanan lingkungan dan, (6) keamanan pelayanan turut mendukung kepuasan masyarakat dalam mendapatkan pelayanan di kantor pertanahan kabupaten semarang. Adapun kelemahan di bidang pelyanan publik yang berupa (1) prosedur pelayanan, (2) persyaratan pelayanan, (3) kejelasan petugas, (4) kedisiplinan petugas, (5) tanggung jawab petugas, (6) kecepatan pelayanan, (7) keadilan pelayanan dan, (8) kepastian jadwal pelayanan, perlu di perbaiki sehingga dapat meningkatkan kualitas pelayanan publik di kantor pertanahan kabupaten semarang. Kata Kunci : kepuasan, masyarakat, pelayanan publik dan kantor pertanahan kabupaten semarang.