Responsivitas Kantor Pertanahan dalam Mewujudkan Kualitas Pelayanan Pembuatan Sertipikat Tanah di Kota Medan

Abstract

The Land Certificate is proof of the legal legality of the granting of land rights by the state to the community. The community has the right to obtain rights to what they own, so the government is responsible for making community land certificates. Making land certificates at the Medan City Land Office has a number of problems, such as a long process, no certainty of completion time and a low level of response to public complaints regarding problems in making land certificates. The theory used in this research is the theory of responsiveness by Agus Dwiyanto. The indicators used include whether or not there have been complaints from service users over the past year, the attitude of bureaucratic officials in responding to complaints from service users, the use of complaints from service users as a reference for improving service delivery in the future, various actions of bureaucratic officials to provide service satisfaction to service users, as well as the placement of service users by bureaucratic officials in the applicable service system. This research aims to analyze the responsiveness of the land office in realizing the quality of services for making land certificates in Medan City. The research method used is descriptive qualitative. Research informants, Service Counter Managers, Substance Group Coordinators for Determination of Rights, Registration of Rights and Measurement, Service Counter Employees and the Community as service users. Data collection techniques through interviews, observation, documentation. Data analysis techniques use data reduction, data presentation and data verification. The results of this research show that the problem of the timing of making land certificates is based on the complex stages of making them, starting from measurement, determination to registration. There is a mechanism for managing public complaints/complaints. Various actions and facilities have been provided to speed up the process of processing land certificates, but the community believes that this has not been able to answer the problem of the time for making land certificates. This research concludes that even though there are challenges in land certificate making services, the Medan City Land Office continues to strive to increase responsiveness in realizing the quality of land certificate making services through actions, attitudes, facilities and launched innovations.