Proceedings of the Second International Conference on Public Policy, Social Computing and Development (ICOPOSDEV 2021)

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

Authors
Nafizha Trie Permata Sari1, *, nafizha3@student.ub.ac.id, Siti Rochmah2, Mochamad Chazienul Ulum3
1,2,3Faculty of Administrative Science, Brawijaya University, Malang, Indonesia
Corresponding Author
Nafizha Trie Permata Sarinafizha3@student.ub.ac.id
Available Online 15 February 2022.
DOI
10.2991/assehr.k.220204.058How to use a DOI?
Keywords
Administrative Services Quality; Land Certificate; Public Satisfaction; Quality
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.

Copyright
© 2022 The Authors. Published by Atlantis Press SARL.
Open Access
This is an open access article under the CC BY-NC license.

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Volume Title
Proceedings of the Second International Conference on Public Policy, Social Computing and Development (ICOPOSDEV 2021)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
15 February 2022
ISBN
10.2991/assehr.k.220204.058
ISSN
2352-5398
DOI
10.2991/assehr.k.220204.058How to use a DOI?
Copyright
© 2022 The Authors. Published by Atlantis Press SARL.
Open Access
This is an open access article under the CC BY-NC license.

Cite this article

risenwbib
TY  - CONF
AU  - Nafizha Trie Permata Sari
AU  - Siti Rochmah
AU  - Mochamad Chazienul Ulum
PY  - 2022
DA  - 2022/02/15
TI  - Influence of the Administrative Services Quality on the Public Satisfaction in the Land Certificate Program at the National Land Agency (BPN) of Tangerang City
BT  - Proceedings of the Second International Conference on Public Policy, Social Computing and Development (ICOPOSDEV 2021)
PB  - Atlantis Press
SP  - 383
EP  - 389
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.220204.058
DO  - 10.2991/assehr.k.220204.058
ID  - Sari2022
ER  -