ANALISIS KINERJA PELAYANAN PUBLIK INSTANSI PEMERINTAH (Studi Kasus di Kantor Pertanahan Kota Semarang)

Abstract

The purpose of this research are to measure the public service performance of Agrarian Office of Semarang City and to appraise customer satisfaction level to know what aspect should be maintained and what aspect would be improved. The quessioners were delivered to 50 respondents. The result of this research indicated that public service performance of Agrarian Office of Semarang City, show several aspects had a good performance, but the others should be improved. There are several aspects that had good performance such as the transparency of procedure information, the transparency of requirement information, the transparency of payment information, easily available to citizen, and the savety of public facilities. There are several aspects that should be improved such as the employess honesty that should be priority to improved, the time allocation for accomplishment of land certificate is not properly implemented, the red tape, no adequate of customer complain system also no adequate of public facilities.