Pengaruh kualitas pelayanan terhadap persepsi masyarakat mengenai sertipikat elektronik pada Kantor Pertanahan Kabupaten Temanggung
Abstract
Digital transformation in the land sector through the implementation of electronic certificates represents an administrative modernization effort that encounters challenges related to public acceptance. This study aims to analyze the influence of service quality on public perceptions of electronic certificates at the Temanggung Regency Land Office. This study employs a quantitative approach with a sample of 75 respondents selected through simple random sampling, and the data were analyzed using simple linear regression. The findings indicate that service quality has a positive and significant effect on public perceptions, with a moderate correlation. However, this variable explains only a limited portion of the variance in perceptions, suggesting that service quality alone is insufficient to ensure full public acceptance. The public tends to remain doubtful about the security, reliability, and legal certainty of electronic certificates despite perceiving the service as satisfactory. In conclusion, digital transformation within the ATR/BPN environment must go beyond merely improving technical services. It is necessary to strengthen aspects of digital trust, data protection, system transparency, and public digital literacy. This study highlights the importance of integrating service quality perspectives with risk perceptions to provide a more comprehensive understanding of digital technology acceptance.
Transformasi digital di sektor pertanahan melalui penerapan sertipikat elektronik merupakan upaya modernisasi administrasi yang menghadapi tantangan terkait penerimaan masyarakat. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan terhadap persepsi masyarakat mengenai sertipikat elektronik di Kantor Pertanahan Kabupaten Temanggung. Penelitian ini menggunakan pendekatan kuantitatif dengan sampel sebanyak 75 responden yang dipilih melalui teknik simple random sampling, dan data dianalisis menggunakan regresi linear sederhana. Hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap persepsi masyarakat dengan tingkat hubungan yang sedang. Namun demikian, variabel ini hanya mampu menjelaskan sebagian kecil variasi persepsi, yang menunjukkan bahwa kualitas pelayanan saja belum cukup untuk menjamin penerimaan masyarakat secara penuh. Masyarakat masih cenderung meragukan aspek keamanan, keandalan, dan kepastian hukum sertipikat elektronik meskipun pelayanan yang diberikan dinilai baik. Kesimpulannya, transformasi digital di lingkungan ATR/BPN perlu melampaui sekadar peningkatan layanan teknis. Diperlukan penguatan pada aspek kepercayaan digital, perlindungan data, transparansi sistem, serta literasi digital masyarakat. Penelitian ini menegaskan pentingnya integrasi antara perspektif kualitas pelayanan dan persepsi risiko dalam memahami penerimaan teknologi digital secara komprehensif.
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