Pelayanan Pembuatan Sertifikat Tanah Pada Kantor Badan Pertanahan Nasional Kabupaten Minahasa

Abstract

This research aims to understand, analyze, and describe the quality of service in the issuance of land certificates at the National Land Agency (BPN) Office of Minahasa Regency. The study uses a qualitative approach with data collection techniques including observation, interviews, and documentation. The results of the research based on key indicators show that: (1) Staff Reliability is still suboptimal due to a shortage of personnel in administrative and technical departments, leading to delays in land certificate services. (2) Responsiveness of Officers, the public tends to distrust information provided by front desk officers and prefers to rely on information from higher-level officials, resulting in ineffective communication between the public and front-line staff. (3) Administrative Process is hindered by the high volume of applications and applicants' lack of understanding of requirements, while officers do not always have sufficient time to provide comprehensive assistance. (4) Transparency and Accessibility of Information are found to be lacking, as media such as brochures and information boards are not effective in helping applicants understand the procedures. In conclusion, the quality of land certificate services at BPN Minahasa needs to be improved through the enhancement of human resource capacity and the refinement of service facilities.