Improvement of Land Service Quality in Public Sector

  • Euis Salbiah Department of Public Administration, Faculty of Social and Political Sciences, Djuanda University, Bogor, Indonesia
  • Irma Purnamasari Department of Public Administration, Faculty of Social and Political Sciences, Djuanda University, Bogor, Indonesia
  • Maria Fitriah Department of Communication, Faculty of Social and Political Sciences, Djuanda University, Bogor, Indonesia
  • Agustini Agustini Department of Communication, Faculty of Social and Political Sciences, Djuanda University, Bogor, Indonesia
Keywords: Administrative Service, Cianjur Regency, Land Service, Service Quality.

Abstract

The research is motivated by the presence of land problems that are quite complex. The 1945 Constitution of the Republic of Indonesia mandates that the land is a source of people's prosperity, but the inequality in fact occurs in the structure of control, ownership, usage and utilization of land. The inequality can encourage the damage to land resources and the environment, and the increase in the number of disputes, conflicts and matters of land. The research focuses on improvement of land service quality in public sector, particularly at the Land Office in Cianjur Regency. It qualitatively describes the land service quality based on five dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. The tangibles indicate the good result by mean score 4.00. The reliability indicates the good result by mean score 3.68. The responsiveness indicates the good result by mean score 3.71. The assurance indicates the good result by mean score 3.96. The empathy indicates the good result by mean score 4.04. The research generally concludes that the land service quality indicates the good result by mean score 3.87. The people perceive all dimensions of land service quality as good based on the tangibles, reliability, responsiveness, assurance, and empathy.

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Published
2019-01-23
Section
Articles