Kualitas Penyelenggaraan Pelayanan dalam Penerbitan Sertifikat Tanah di Kantor Badan Pertanahan Nasional Kabupaten Malang - ., Firman; Trihardiyanto, Willy; Rifa’i, Muhamad (REFORMASI, 2025)
This study aims to assess the quality of service in the issuance of land certificates at the Land Office of Malang Regency. It employs a descriptive qualitative method. Data for this study were collected using interview techniques, observation techniques, and documentation techniques. Based on the research findings, it can be concluded that the quality of land certificate issuance services, as viewed from the dimensions of tangible (physical evidence such as office facilities), reliability (employees' ability to perform tasks according to SOP), responsiveness (employees' attitudes and methods of response), and empathy (concern and understanding of the difficulties faced by the public), has been running well. However, the quality of service in terms of assurance (timeliness and costs of service) has not been satisfactory. Although the costs are in accordance with SOP, the time required for issuing land certificates remains excessively long.Penelitian ini bertujuan untuk mengetahui kualitas pelayanan dalam penerbitan sertifikat tanah di kantor pertanahan Kabupaten Malang. Penelitian ini menggunakan metode kualitatif deskriptif. Data dalam penelitian ini diperoleh menggunakan teknik wawancara, teknik observasi dan teknik dokumentasi. Berdasarkan hasil penelitian yang dilakukan dapat disimpulkan bahwa Kualitas pelayanan pembuatan sertifikat tanah yang dilihat dari dimensi tangible (bukti fisik seperti fasilitas kantor), reliability (kehandalan pegawai menjalankan tugas sesuai SOP), responsiveness (sikap dan cara pegawai merespon), empathy (kepedulian dan ikut merasa kesulitan yang dialami masyarakat), telah berjalan dengan baik. Namun kualitas pelayanan pada dimensi assurance (waktu dan biaya dalam pelayanan) masih belum berjalan dengan baik, meskipun dalam pelayanan biaya sudah sesuai dengan SOP, namun waktu penerbitan sertifikat tanah yang masih terlampau lama.