Influence of the Administrative Services Quality on the Public Satisfaction in the Land Certificate Program at the National Land Agency (BPN) of Tangerang City

Abstract

Many problems arise in the public services provided by the National Land Agency (BPN) of Tangerang City to administer public land certificates. The topic raised in this research is public service at the National Land Agency of Tangerang City. The essence of the vision of public service is the realization of excellent public services, which means realizing public satisfaction to get services from government agencies. A high level of public satisfaction is a sign that an organization is successfully performing its core tasks and functions. This study was carried out to examine the influence of service quality (reliability, responsiveness, assurance, empathy and tangible) towards public satisfaction. This research used a quantitative study, a data collection technique derived from surveys, observations, and documentation. The method used to determine the sample size in this study uses the Slovin formula with a margin of error of 10%, so 115 samples are taken from the 1015 population of the Tangerang population using the BPN Tangerang service. While data analysis using descriptive statistical analysis and multiple linear regression analysis to test our research hypotheses. The results of this study indicate that if tested simultaneous, the dimensions of service quality influence on public satisfaction. Meanwhile partially, reliable and tangible influence the public satisfaction and the responsiveness, assurance, empathy has rejected to influence the public satisfaction.

Assessment of Land Service Quality Dimensions Based on Community Perceptions

“…The community perceived all TERRA dimensions of service quality as good. The research of Sari et al (2022) also indicated the influence of five dimensions on the service quality.…”

“…Saad & Alshehri (2021) indicated the reliability dimension that had positively affected the service quality. Sari et al (2022) also indicated the influence of reliability dimension on the service quality.…”

“…Numerous researches adopted ServQual dimensions to examine the perceived service quality or the customers' perceptions of service quality in the public sector: local government 4 (Ashraf et al, 2018a(Ashraf et al, , 2018bScott & Shieff, 1993;Wijaya et al, 2020), public library (Cullen, 2001), custom (Hadiyati, 2014a), immigration (Hadiyati, 2014b), road transport (Zabri et al, 2016), CIAC visa (Turay et al, 2017), telecommunication (Pratama & Sulisworo, 2018), civil servant (Martini et al, 2018), land certificate (Bernardianto & Fitriyah, 2018;Paris, 2019;Sari et al, 2022), transportation license (Nasyita et al, 2019), civil administration (Ridwanullah et al, 2019), land administration (Salbiah et al, 2019(Salbiah et al, , 2020, population administration (Muttaqin et al, 2020). The perceived service quality has been examined in the numerous researches conducted in the various public service settings.…”