ANALISIS KUALITAS PELAYANAN PUBLIK DAN TECHNOLOGY ACCEPTANCE TERHADAP KEPUASAN MASYARAKAT (STUDI: PELAYANAN PEMBUATAN SURAT PENGOPERAN DAN PENGAKUAN TANAH DENGAN APLIKASI SIPENHAKU DI KANTOR KECAMATAN SEBERANG ULU DUA)

SEPTIANA, SISKA DELLA and Widodo, Slamet and Sriati, Sriati (2024) ANALISIS KUALITAS PELAYANAN PUBLIK DAN TECHNOLOGY ACCEPTANCE TERHADAP KEPUASAN MASYARAKAT (STUDI: PELAYANAN PEMBUATAN SURAT PENGOPERAN DAN PENGAKUAN TANAH DENGAN APLIKASI SIPENHAKU DI KANTOR KECAMATAN SEBERANG ULU DUA). Masters thesis, Sriwijaya University.

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Abstract

Public satisfaction is a real measure of the performance of the public bureaucracy. However, this is not easy because the point of view of the best service between the government and the community is different. Satisfaction will be achieved if the real service received can exceed what they expect. By looking at the increasingly high environmental demands on service quality, efforts are needed to improve service quality by comparing the expected service with the service felt by the community. In order to meet citizen satisfaction, the Seberang Ulu Dua District Office must be able to identify factors that affect customer satisfaction. This study aims to analyze the effect of service quality and the use of technology on public satisfaction in processing letters of transfer and recognition of land rights at the Seberang Ulu Dua District Office. Along with the Presidential Instruction Number 3 of 2003 concerning the development of e-government, the government is required to improve the quality of public services through the application of technology and system standardization. Nevertheless, public services in Indonesia still face various challenges related to quality and community satisfaction. Therefore, this study uses quantitative methods with questionnaire distribution techniques to people who take care of land documents to determine the effect of service quality and the use of the SIPENHAKU application on community satisfaction. The collected data were analyzed using SEM-PLS to identify the relationship between variables in this study. The results showed that service quality has a significant effect on community satisfaction, with clear service procedures and affordable time standards. However, the use of the SIPENHAKU application is not proven to have a significant effect on community satisfaction, because people feel that they have not felt direct benefits related to the security and completeness of data in the application. This research is expected to provide recommendations for improving service quality and implementing more effective technology in government institutions. Keywords: service quality, technology, SIPENHAKU application, public satisfaction, e-government, SEM-PLS

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	kualitas pelayanan, teknologi, aplikasi SIPENHAKU, kepuasan masyarakat, e-government, SEM-PLS
Subjects:	J Political Science > JF Political institutions (General) > JF1338-2112 Public administration
Divisions:	07-Faculty of Social and Politic Science > 63101-Public Administration (S2)
Depositing User:	Siska Della Septiana
Date Deposited:	24 Jan 2025 15:15
Last Modified:	24 Jan 2025 15:15
URI:	http://repository.unsri.ac.id/id/eprint/166946

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