BKG

Yostiana, Faradilla Inggit (2018) Strategi Kantor Pertanahan Dalam Menciptakan Pelayanan Prima (Studi Pada Pendaftaran Tanah Pertama Kali PRONA di Kota PRONA Madiun). Sarjana thesis, Universitas Brawijaya.

Indonesian Abstract

Penyelenggaraan pelayanan prima kepada masyarakat sebagai pihak penerima pelayanan merupakan suatu perwujudan dari kewajiban pemerintah. Namun, selama ini dalam proses pelaksanaan pelayanan publik mendapat tanggapan yang negatif dari masyarakat. Masyarakat menilai bahwa penyelanggaraan pelayanan publik selama ini identik dengan lamanya proses pelayanan, berbelit-belit, dan mahal. Oleh karena itu, Kantor Pertanahan Kota Madiun sebagai salah satu pihak yang menyelenggarakan pelayanan di bidang administrasi pertanahan perlu adanya suatu strategi sehingga dapat memenuhi kebutuhan masyarakat, meningkatkan kepercayaan masyarakat, serta mencapai tujuan dari pelayanan prima. Tujuan dari penelitian ini adalah untuk mendeskripsikan, menganalisis, dan mengetauhi faktor yang menghambat dalam pelaksanaan strategi dan kualitas pelayanan prima pada pelayanan pendaftaran tanah pertama kali PRONA di Kantor Pertanahan Kota Madiun. Penelitian ini menggunakan jenis penelitian deskriptif dengan pendekatan kualitatif yang berlokasi di Kantor Pertanahan Kota Madiun. Sumber datanya primer diperoleh dari beberapa wawancara dari informan yang berkaitan, sedangkan data sekundernya diperoleh dari dokumen-dokumen yang berhubungan dengan topik penelitian. Hasil penelitian di Kantor Pertanahan Kota Madiun dalam menciptakan pelayanan prima menunjukkan bahwa strategi pelayanan pendaftaran hak tanah pertama kali PRONA telah berhasil dilaksanakan melalui beberapa strategi, yaitu: (1) strategi inti, strategi konsekuensi, strategi pelanggan, strategi pengawasan, dan strategi budaya. (2) pelayanan pendaftaran tanah pertama kali PRONA di Kantor Petanahan Kota Madiun berdasarkan indikator pelayanan prima telah diselenggarakan dengan baik. Namun, dalam pelaksanaannya masih terdapat berbagai kendala seperti: (1) kurangnya sumber daya informasi (2) terbatasnya jumlah sumber daya manusia (3) sistem antrian manual. Dalam penelitian ini, peneliti memberi saran Kantor Pertanahan Kota Madiun untuk membuat website resmi, memberikan reward dan memotivasi masyarakat untuk dapat berperan aktif, menggunakan alat antrian berbasis teknologi (komputer).

English Abstract

The implementation of excellent service to the community as the recipient of service is an embodiment of the government's obligations. However, so far in the process of implementing public services received negative responses from the public. The community considers that the implementation of public services has been synonymous with the length of the service process, complicated and expensive. Therefore, the Madiun City Land Office as one of the parties that provides services in the field of land administration needs a strategy so that it can meet the needs of the community, increase public trust, and achieve the goal of excellent service. The purpose of this study is to describe, analyze, and obey the factors that hinder the implementation of the strategy and the quality of excellent service at the first PRONA land registration service at the Madiun City Land Office. This study uses a type of descriptive research with a qualitative approach located in the Land Office of the City of Madiun. The primary data source is obtained from several interviews from related informants, while the secondary data is obtained from documents related to the research topic. The purpose of this study is to describe, analyze, and obey the factors that hinder the implementation of the strategy and the quality of excellent service at the first PRONA land registration service at the Madiun City Land Office. This study uses a type of descriptive research with a qualitative approach located in the Land Office of the City of Madiun. The primary data source is obtained from several interviews from related informants, while the secondary data is obtained from documents related to the research topic. The results of research at the Madiun City Land Office in creating excellent service showed that PRONA's first land rights registration service strategy was successfully implemented through several strategies, namely: (1) core strategies, consequence strategies, customer strategies, supervision strategies, and cultural strategies. (2) PRONA's first land registration service at the Madiun City Land Office based on excellent service indicators has been well organized. However, in its implementation there are still various obstacles such as: (1) lack of information resources (2) limited number of human resources (3) manual queuing system. In this study, researchers advised the Madiun City Land Office to create an official website, provide rewards and motivate people to be able to play an active role, using technology-based queuing tools (computers).

Other Language Abstract

UNSPECIFIED

Item Type: Thesis (Sarjana)
Identification Number: SKR/FIA/2018/1035/051900298
Uncontrolled Keywords: Strategi Pelayanan, Pertanahan, Pelayanan Prima Service Strategy, Land, Excellent Service
Subjects: 000 Computer science, information and general works > 025 Operations of libraries, archives, information centers > 025.5 Services for users
Divisions: Fakultas Ilmu Administrasi > Ilmu Administrasi Publik / Negara
Depositing User: Budi Wahyono
URI: http://repository.ub.ac.id/id/eprint/165298
Text
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