Assessment of Land Service Quality Dimensions Based on Community Perceptions

Abstract

Objective: The objective of this research is to assess the land service quality dimensions based on the community perceptions. Theoretical Framework: TERRA dimensions (Tangibility, Empathy, Responsiveness, Reliability, and Assurance) are used to assess the land service quality based on the community perceptions. Method: The descriptive assessment was conducted to the perceptions of 300 respondents of the community as the customers of land services at two land offices in West Java, Indonesia. The data were collected by the questionaires and analyzed by Weight Mean Score to count the mean of all options of respondents then qualitatively interpreted. Research Results: The community perceives the good result of the land service quality based on TERRA dimensions. The comparative assessment based on TERRA dimensions indicates that the community has highest perceptions on empathy and then tangibility, whereas the community’s lowest perceptions are reliability and then responsiveness and assurance. Research Implications: This research contributes to the body of knowledge by knowing the TERRA dimensions of public service quality. The two land offices in West Java, Indonesia, demonstrate a commitment to improve the land service quality. Research Originality: This research modifies ServQual model from RATER to TERRA. TERRA dimensions assume that the community as customers perceives the land service quality starting from tangibility, the provision of services focuses on answering the problems faced by the community (empathy) in fulfilling the needs of the community (responsiveness), and then the quality is followed by reliability and assurance.