PENERAPAN PELAYANAN PRIMA PADA PROGRAM PENDAFTARAN TANAH SISTEMATIS LENGKAP (PTSL) OLEH KANTOR PERTANAHAN KABUPATEN LAMONGAN

Abstract

Pendaftaran sertifikat tanah masih jarang dilakukan oleh masyarakat, karena banyak masyarakat Indonesia yang belum mengetahui mengenai pentingnya sertifikat tanah. Untuk memberikan pengetahuan kepada masyarakat mengenai pentingnya pendaftaran tanah, lembaga pemerintah harus memberikan pengetahuan sebagai salah satu bentuk pelayanan yang harus diberikan kepada masyarakat sesuai dengan tugasnya. Lembaga pemerintahan memiliki tugas menjalankan fungsi dari pemerintahan serta memberikan pelayanan kepada masyarakat. Untuk mewujudkan pelayanan prima dan kepatuhan standar pelayanan serta memudahkan masyarakat dalam melakukan pendaftaran tanah, Kantah Lamongan menerapkan program PTSL (Pendaftaran Tanah Sistematis Lengkap) sesuai dengan Peraturan Menteri Agraria dan Tata Ruang/Badan Pertanahan Nasional Nomor 6 Tahun 2018 tentang Pendaftaran Tanah Sistematis Lengkap. Kantor Pertanahan Kabupaten Lamongan telah berhasil meraih prestasi atas program pendaftaran tanah yang telah diselenggarakan dan dilaksanakan. Namun dalam pelaksanaan kegiatan Pendaftaran Tanah Sistematis Lengkap (PTSL) juga terdapat hal-hal yang menyebabkan kesalahpahaman antara pihak masyarakat dengan pihak Kantor Pertanahan Kabupaten Lamongan. Penelitian ini menggunakan sembilan indikator dari ciri-ciri service excellence (pelayanan prima) menurut Kasmir (2017). Hasil penelitian ini menunjukkan bahwa Penerapan Pelayanan Prima pada Program Pendaftaran Tanah Sistematis Lengkap (PTSL) sudah diterapkan dengan optimal oleh Kantah Kabupaten Lamongan. Walaupun selama pelaksanaan tersebut terdapat permasalahan yang menyebabkan kesalahpahaman, tetapi hal tersebut dapat diselesaikan oleh Kantah Lamongan.

Registration of land certificates is still rarely carried out by the community, because many Indonesian people do not know about the importance of land certificates. To provide knowledge to the public regarding the importance of land registration, government agencies must provide knowledge as a form of service that must be provided to the community in accordance with their duties. Government agencies have the task of carrying out the functions of government and providing services to the community. In order to realize excellent service and compliance with service standards as well as facilitate the community in carrying out land registration, the Lamongan District Land Office implements the PTSL (Complete Systematic Land Registration) program in accordance with the Regulation of the Minister of Agrarian Affairs and Spatial Planning/National Land Agency Number 6 of 2018 concerning Complete Systematic Land Registration . The Lamongan District Land Office has succeeded in achieving achievements in the land registration program that has been organized and implemented. However, in the implementation of Complete Systematic Land Registration (PTSL) activities there were also things that caused misunderstandings between the community and the Lamongan District Land Office. This study uses nine indicators of service excellence characteristics according to Kasmir (2017). The results of this study indicate that the Implementation of Excellent Service in the Complete Systematic Land Registration Program (PTSL) has been well implemented by the Land Office of Lamongan Regency. Even though during the implementation there were problems that caused misunderstandings, these were resolved by the Lamongan District Land Office.