ANALISIS KINERJA PELAYANAN PUBLIK INSTANSI PEMERINTAH (Studi Kasus di Kantor Pertanahan Kota Semarang)

Abstract

Research on the public service performance of the Agrarian Office of
Semarang City and its customer satisfaction was done by distributing
questionnaires to 50 respondents who were mostly general customers. The result
shows that it has several aspects of good performance, covering transparency
of procedure information, transparency of payment information, availability to
customer, and safety of public facilities. However, there are several aspects
need to be modified covering employee honesty (should be prioritized), time
allocation for accomplishing land certificate, red tape, inadequate customer
complain system, and also inadequate public facilities.