PENGARUH KUALITAS PELAYANAN DAN KINERJA PEGAWAI TERHADAP KEPUASAN MASYARAKAT (STUDI KASUS PROGRAM PENDAFTARAN TANAH SISTEMATIS LENGKAP (PTSL) TAHUN 2024 DI DESA KALIBUNDER KECAMATAN KALIBUNDER)

Abstract

Pendaftaran tanah merupakan aspek penting dalam mendukung pembangunan nasional, terutama dalam menjamin kepastian hukum atas kepemilikan tanah oleh masyarakat. Program Pendaftaran Tanah Sistematis Lengkap (PTSL) merupakan langkah strategis dari pemerintah guna mempercepat serta mempermudah proses sertifikasi tanah secara menyeluruh dan tanpa biaya bagi seluruh lapisan masyarakat. Namun demikian, pelaksanaannya masih menghadapi berbagai kendala, khususnya yang berkaitan dengan mutu pelayanan dan kinerja pegawai, yang berdampak terhadap tingkat kepuasan masyarakat. Penelitian ini bertujuan untuk mengetahui sejauh mana pengaruh kualitas pelayanan dan kinerja pegawai terhadap kepuasan masyarakat dalam pelaksanaan program PTSL tahun 2024 di Desa Kalibunder, Kecamatan Kalibunder, Kabupaten Sukabumi. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. Populasi dalam penelitian ini adalah masyarakat penerima manfaat program PTSL sebanyak 2.600 orang. Melalui perhitungan dengan rumus Slovin dan tingkat kesalahan sebesar 10%, diperoleh jumlah sampel sebanyak 97 responden. Instrumen yang digunakan dalam pengumpulan data adalah kuesioner yang mencakup variabel kualitas pelayanan, kinerja pegawai, dan kepuasan masyarakat. Analisis data dilakukan menggunakan statistik deskriptif, uji korelasi Pearson, regresi linier berganda, serta uji t dan uji F. Hasil penelitian menunjukkan bahwa kualitas pelayanan dan kinerja pegawai berpengaruh signifikan terhadap kepuasan masyarakat, baik secara individu maupun bersama-sama. Nilai korelasi menunjukkan adanya hubungan yang kuat antara kualitas pelayanan dan kepuasan masyarakat (r = 0,661), serta hubungan yang cukup kuat antara kinerja pegawai dan kepuasan masyarakat (r = 0,566). Nilai koefisien determinasi (R²) sebesar 0,516 menunjukkan bahwa 51,6% variasi dalam kepuasan masyarakat dapat dijelaskan oleh kedua variabel tersebut secara simultan. Berdasarkan hasil regresi linier berganda diperoleh persamaan Y = 6,849 + 0,451X₁ + 0,561X₂, yang berarti bahwa setiap peningkatan satu satuan dalam kualitas pelayanan akan meningkatkan kepuasan masyarakat sebesar 0,451 poin, dan setiap peningkatan satu satuan dalam kinerja pegawai akan meningkatkan kepuasan sebesar 0,561 poin. Hasil uji t menunjukkan bahwa kualitas pelayanan (t = 8,075; sig. 0,000) dan kinerja pegawai (t = 6,295; sig. 0,000) berpengaruh signifikan secara parsial. Sementara itu, uji F menghasilkan nilai F hitung sebesar 44,279 dengan signifikansi 0,000, yang menunjukkan bahwa kedua variabel tersebut secara simultan berpengaruh signifikan terhadap kepuasan masyarakat. Penelitian ini memberikan kontribusi yang penting bagi instansi pelayanan publik, khususnya ATR/BPN, dalam upaya meningkatkan kualitas layanan melalui perbaikan kinerja pegawai serta memperhatikan persepsi masyarakat sebagai indikator keberhasilan pelaksanaan program

Land registration is a vital element in national development, especially in ensuring legal certainty over community land ownership rights. The Complete Systematic Land Registration Program (PTSL) is a government initiative to accelerate and simplify the land certification process for all levels of society for free and evenly. However, in its implementation, there are still various problems related to the quality of service and employee performance that have an impact on the level of community satisfaction. This study aims to analyze the effect of service quality and employee performance on community satisfaction in the implementation of the 2024 PTSL program in Kalibunder Village, Kalibunder District, Sukabumi Regency. This study uses a quantitative approach with a survey method. The research population was 2,600 beneficiary communities of the PTSL program. Through the Slovin formula with an error rate of 10%, a sample of 97 respondents was obtained. The data collection instrument was a questionnaire that measured the dimensions of service quality, employee performance, and community satisfaction. Data were analyzed using descriptive statistical tests, Pearson correlation tests, multiple linear regressions, t-tests (partial), and F-tests (simultaneous). The results showed that service quality and employee performance had a significant influence on community satisfaction, both partially and simultaneously. The correlation results show a strong relationship between service quality and public satisfaction (r = 0.661), as well as a fairly strong relationship between employee performance and public satisfaction (r = 0.566). The coefficient of determination (R²) value of 0.516 indicates that 51.6% of the variation in public satisfaction can be explained by service quality and employee performance together. Multiple linear regression analysis produces the equation: Y = 6.849 + 0.451X1 + 0.561X2 This means that every one unit increase in service quality will increase public satisfaction by 0.451 points, and every one unit increase in employee performance will increase satisfaction by 0.561 points. The t-test results show that service quality (t = 8.075; sig. 0.000) and employee performance (t = 6.295; sig. 0.000) have a significant effect partially. The F test produced an F count of 44.279 with a significance of 0.000, which means that service quality and employee performance simultaneously have a significant influence on public satisfaction. This finding confirms that the success of the PTSL program is not only determined by the output in the form of land certificates, but is greatly influenced by the quality of service interactions provided and the performance of implementing officers in the field. Therefore, improving employee competence, implementing consistent service standards, and continuous evaluation are strategic steps in increasing public satisfaction. This study provides an important contribution to public service institutions, especially ATR/BPN, to strengthen service quality based on employee performance and pay attention to public perception as an indicator of program success