SALMA RAHMI AZIZAH, - (2025) KUALITAS PELAYANAN PUBLIK DI KANTOR PERTANAHAN KABUPATEN KAMPAR. Skripsi thesis, UNIVERSITAS ISLAM NEGERI SULTAN SYARIF KASIM RIAU.

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Abstract

The delivery of public services by the National Land Agency through Land Offices at the district/city level is considered not to have fully met the expectations of the community, including the Kampar District Land Office which has experienced arrears of applications and delays in the completion of land certificates. Therefore, this study aims to find out how the quality of public services at the Kampar District Land Office. This research uses a qualitative approach with data collection techniques through observation, interviews, documentation and triangulation. Research informants include counter officers of the Kampar Regency Land Office, and the community as applicants who submit applications at the Kampar Regency Land Office. Data analysis is done through data reduction, data presentation, and conclusion drawing. The results of research on the quality of public services at the Kampar Regency Land Office show that in general this office has taken various constructive actions in meeting the needs of the community. This is reflected in the Tangibles indicator, the provision of supportive physical facilities, the Reliability indicator, the accuracy in checking documents, the Responsiveness indicator, the willingness of officers to assist applicants, the Assurance indicator, the friendly and polite attitude and cost certainty, and the Emphaty indicator, where officers take applicants' needs seriously and do not discriminate against vulnerable groups. However, there are still some indicators that need to be improved, such as lack of compliance with the use of official attributes Tangibles, untimeliness of certificate completion Reliability and inconsistency in information delivery Responsiveness. Improvements in these indicators are needed so that the quality of public services can run more optimally, consistently and in accordance with community expectations. Keywords: Quality, Public Service, Land Office

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