Analisis Kualitas Pelayanan Pertanahan Dengan Pendekatan

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Analisis Kualitas Pelayanan Pertanahan Dengan Pendekatan

ABSTRACT Analysis of Land Quality Services with Quality Function Deployment approach in Land Office Depok City, East Java Santi Yulianti According to Ombudsman Commission Report in 2007, 6,64% people report to Ombudsman National Commission is about “Badan Pertanahan Nasional (BPN)” service. The purpose of this research was knowing the desired attributes of the applicant on the quality of land services at the Land Office Depok City, analyze applicant's expectations of each attribute, analyze the level of achievement of service quality in Land Office Depok City and determine alternative policies that can be taken as managerial implications for service quality the better in the future. The research was conducted by using descriptive, survey method with approach to the 160 survey respondents which there were two of land office as benchmark as such Sukabumi Regency and South of Jakarta Cities and interview with experts of land. Sample of this research was obtains from BPN Depok City. The questionnaire the processed with the analysis of Pareto Diagram, validity and reliability instruments, pairwise comparison, gap analysis, and process capability used house of quality (HOQ) in quality function deployment (QFD) method. To sharpen the identification of service quality attributes that need to be applied therefore QFD approach is integrated with servqual approach and process land services. At the servqual approach found 23 attributes in Land Office Depok Cities which have negative gap (difference) between Sukabumi Regency and South of Jakarta cities. The result show that 23 attributes there were five attribute of service quality show highest weight that were services needed by the applicant completed in a short time frame, timely service, employees have a sense of responsibility in the management file, simplicity and honesty of civil service procedures in providing services. Assessment of service processes that have the highest value of the interest there is in the process of providing information at the information desk. Some efforts can be made by the Land Office of Depok is to notice the order of priority based on service of process procedure of processing and analysis with QFD method to fit the expectations of the applicant (community), do the acceleration of land registration should continue to be pursued both from the supply side in this case the BPN as a provider of land registration, as well as from the demand side, in this society. Land registration system should be improved and equipped with adequate infrastructure for land registration. The more parcels listed are expected to enhance the legal certainty of land rights. Keywords : Depok City Land Office, Attibute of Service Quality, Applicant, QFD and House of Quality (HOQ). .

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