KUALITAS PENYELENGGARAAN PELAYANAN DALAM PENERBITAN SERTIFIKAT TANAH

Abstract

Study this aim For know How Quality Service in Publishing Land Certificate at the Malang City Land Office, as well as for Know How Factor Supporter And Inhibitor Quality Service in Publishing Land Certificate at the Malang City Land Office, and what is the Quality Model Service in Publishing Land Certificate at the Malang City Land Office. Study This use type study qualitative, with selected speakers in a way Proposive sampling. Deep data study This obtained through interviews, observations And documentation And then analyzed in a way qualitative with an analysis model interactive that is data reduction , presentation datan And withdrawal conclusion . Based on results research conducted can concluded that Quality service manufacture certificate land seen from dimensions tangible ( evidence physicallike facility office ) , reliability ( reliability employee operate task according to SOPs) , responsiveness ( attitude And method employee respond ), empathy ( concern and follow feel difficulties experienced society ) , has walk with Good . However quality service on dimensions assurance (time And cost in service) still Not yet walk well, though in service cost Already in accordance with SOPs, however publication time certificate too old land.