Increase training for service workers

Oct 13, 2025 by magicalceylontours.com 8 views

Quality of Land Certificate Management Services by the North Tapanuli Regency National Land Agency Office

Introduction

The management of land certificates is a crucial administrative process that serves as proof of ownership of a plot of land and recognition of the rights of the state. In Indonesia, the National Land Agency (BPN) is responsible for handling all matters related to land administration. However, the quality of services provided by BPN is often a source of complaint for the community, particularly in aspects of services in BPN offices in the regions. The North Tapanuli Regency BPN Office is one example that often receives criticism from the public about the service process they receive.

Background

The quality of land certificate management services is a critical issue that affects the community's trust in government institutions. The problems that often arise in land certificate management services include fees, waiting time, and the attitude of service officers. These complaints highlight the need to improve the quality of services so that people can get their rights better. This study aims to evaluate and describe the quality of land certificate management services in the North Tapanuli Regency BPN Office.

Methodology

The research method used in this study is a descriptive qualitative method. Data collection was carried out through interviews, observation, and documentation. The data and information obtained were then analyzed qualitatively using the service quality theory developed by Zeithaml, Parasuraman, and Berry in 1990. This theory includes five variables: tangible (physical evidence), reliability (reliability), responsiveness (responsive power), assurance (guarantee), and empathy (empathy).

Results

The results of this study showed that the quality of services in the registration of land certificates in the North Tapanuli Regency BPN Office was still not optimal. Based on the service quality theory approach, the responsiveness and empathy variables are still far from expectations, so that the services provided have not fully satisfied the community. This creates gaps in the expected quality of service and reality. Conversely, the variable tangible, reliability, and assurance have been running in accordance with established regulations.

Discussion

The results of this study indicate that the quality of services in the North Tapanuli Regency BPN Office needs to be improved. The weak aspects of service, such as responsiveness and empathy, need to be identified and improved. For example, BPN needs to increase training for service workers to be more responsive and empathic to the needs of the community. In addition, transparency in the process of handling land certificates, such as the time required and costs that must be incurred, also need to be explained clearly to the community.

Conclusion

Improving the quality of services in the North Tapanuli Regency BPN Office will not only facilitate the community in managing land certificates but will also increase public confidence in government institutions. Good service quality not only reflects the professionalism of institutions but is also a form of responsibility towards the community. It is hoped that, through this improvement effort, the management of land certificates can run more efficiently and effectively.

Recommendations

Based on the results of this study, the following recommendations are made:

Increase training for service workers: BPN needs to increase training for service workers to be more responsive and empathic to the needs of the community.
Improve transparency in the process of handling land certificates: Transparency in the process of handling land certificates, such as the time required and costs that must be incurred, also need to be explained clearly to the community.
Monitor and evaluate the quality of services: BPN needs to monitor and evaluate the quality of services regularly to ensure that they meet the expectations of the community.
Involve the community in the improvement process: BPN needs to involve the community in the improvement process to ensure that their needs and expectations are met.

Limitations

This study has several limitations, including:

Limited scope: This study only focused on the North Tapanuli Regency BPN Office and may not be generalizable to other BPN offices in the region.
Qualitative method: This study used a qualitative method, which may not provide a comprehensive understanding of the quality of services.
Limited data: This study only collected data from a limited number of sources, which may not be representative of the entire community.

Future Research Directions

Future research directions include:

Comparative study: A comparative study between the North Tapanuli Regency BPN Office and other BPN offices in the region to identify best practices and areas for improvement.
Quantitative study: A quantitative study to provide a more comprehensive understanding of the quality of services.
Longitudinal study: A longitudinal study to track the changes in the quality of services over time.

References

Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Free Press.

This study aims to evaluate and describe the quality of land certificate management services in the North Tapanuli Regency BPN Office. The results of this study showed that the quality of services in the registration of land certificates in the North Tapanuli Regency BPN Office was still not optimal. Based on the service quality theory approach, the responsiveness and empathy variables are still far from expectations, so that the services provided have not fully satisfied the community. This creates gaps in the expected quality of service and reality. Conversely, the variable tangible, reliability, and assurance have been running in accordance with established regulations.

Based on the results of this study, the following recommendations are made:

Increase training for service workers: BPN needs to increase training for service workers to be more responsive and empathic to the needs of the community.
Improve transparency in the process of handling land certificates: Transparency in the process of handling land certificates, such as the time required and costs that must be incurred, also need to be explained clearly to the community.
Monitor and evaluate the quality of services: BPN needs to monitor and evaluate the quality of services regularly to ensure that they meet the expectations of the community.
Involve the community in the improvement process: BPN needs to involve the community in the improvement process to ensure that their needs and expectations are met.

This study has several limitations, including:

Limited scope: This study only focused on the North Tapanuli Regency BPN Office and may not be generalizable to other BPN offices in the region.
Qualitative method: This study used a qualitative method, which may not provide a comprehensive understanding of the quality of services.
Limited data: This study only collected data from a limited number of sources, which may not be representative of the entire community.

Future research directions include:

Comparative study: A comparative study between the North Tapanuli Regency BPN Office and other BPN offices in the region to identify best practices and areas for improvement.
Quantitative study: A quantitative study to provide a more comprehensive understanding of the quality of services.
Longitudinal study: A longitudinal study to track the changes in the quality of services over time.

Service Quality Theory

The service quality theory developed by Zeithaml, Parasuraman, and Berry in 1990 includes five variables: tangible (physical evidence), reliability (reliability), responsiveness (responsive power), assurance (guarantee), and empathy (empathy). These variables are used to evaluate the quality of services in the North Tapanuli Regency BPN Office.

Tangible: The physical evidence of the service, such as the appearance of the office and the equipment used.
Reliability: The ability of the service to perform consistently and accurately.
Responsiveness: The ability of the service to respond quickly and effectively to the needs of the community.
Assurance: The ability of the service to provide a sense of security and confidence to the community.
Empathy: The ability of the service to understand and respond to the needs and feelings of the community.

Conclusion

The results of this study indicate that the quality of services in the North Tapanuli Regency BPN Office needs to be improved. The weak aspects of service, such as responsiveness and empathy, need to be identified and improved. For example, BPN needs to increase training for service workers to be more responsive and empathic to
Q&A: Quality of Land Certificate Management Services by the North Tapanuli Regency National Land Agency Office

Frequently Asked Questions

Q: What is the purpose of this study? A: The purpose of this study is to evaluate and describe the quality of land certificate management services in the North Tapanuli Regency BPN Office.

Q: What are the problems that often arise in land certificate management services? A: The problems that often arise in land certificate management services include fees, waiting time, and the attitude of service officers.

Q: What is the service quality theory used in this study? A: The service quality theory used in this study is developed by Zeithaml, Parasuraman, and Berry in 1990, which includes five variables: tangible (physical evidence), reliability (reliability), responsiveness (responsive power), assurance (guarantee), and empathy (empathy).

Q: What are the results of this study? A: The results of this study showed that the quality of services in the registration of land certificates in the North Tapanuli Regency BPN Office was still not optimal. Based on the service quality theory approach, the responsiveness and empathy variables are still far from expectations, so that the services provided have not fully satisfied the community.

Q: What are the recommendations of this study? A: The recommendations of this study include increasing training for service workers, improving transparency in the process of handling land certificates, monitoring and evaluating the quality of services, and involving the community in the improvement process.

Q: What are the limitations of this study? A: The limitations of this study include limited scope, qualitative method, and limited data.

Q: What are the future research directions? A: The future research directions include comparative study, quantitative study, and longitudinal study.

Q: What is the significance of this study? A: The significance of this study is to improve the quality of services in the North Tapanuli Regency BPN Office, which will facilitate the community in managing land certificates and increase public confidence in government institutions.

Q: How can the quality of services in the North Tapanuli Regency BPN Office be improved? A: The quality of services in the North Tapanuli Regency BPN Office can be improved by increasing training for service workers, improving transparency in the process of handling land certificates, monitoring and evaluating the quality of services, and involving the community in the improvement process.

Q: What is the role of the community in improving the quality of services? A: The community plays a crucial role in improving the quality of services by providing feedback and suggestions for improvement, participating in the improvement process, and holding the government accountable for the quality of services.

Q: What is the impact of improving the quality of services on the community? A: Improving the quality of services will have a positive impact on the community by facilitating the management of land certificates, increasing public confidence in government institutions, and promoting a sense of security and confidence among the community.

Conclusion

This Q&A article aims to provide answers to frequently asked questions about the quality of land certificate management services by the North Tapanuli Regency National Land Agency Office. The study highlights the need to improve the quality of services, which will facilitate the community in managing land certificates and increase public confidence in government institutions. The recommendations of this study include increasing training for service workers, improving transparency in the process of handling land certificates, monitoring and evaluating the quality of services, and involving the community in the improvement process.

Recommendations for Future Research

Based on the results of this study, the following recommendations for future research are made:

Comparative study: A comparative study between the North Tapanuli Regency BPN Office and other BPN offices in the region to identify best practices and areas for improvement.
Quantitative study: A quantitative study to provide a more comprehensive understanding of the quality of services.
Longitudinal study: A longitudinal study to track the changes in the quality of services over time.