Excellent Service Quality of Land Administration in Response to The Community A Comparative Study of Kendal Regency and Semarang City

Authors

DOI:

https://doi.org/10.30659/akta.v12i4.50225

Keywords:

Public Services, Land Administration, Qualitative Study, Public Satisfaction, SERVQUAL

Abstract

This study aims to analyze the quality of excellent land administration services based on community response in two regions with different characteristics, namely Kendal Regency and Semarang City. The main issue examined focuses on differences in community perceptions and experiences of public services in the land sector, particularly regarding the aspects of speed, transparency, and professionalism of officials. The approach used is qualitative with a comparative case study design, which allows researchers to explore social phenomena in depth in a local context. Data were collected through semi-structured interviews, participatory observation, and documentation studies, with participants selected using purposive and snowball sampling. The results of the study identified three main themes, namely: (1) public perceptions of excellent service, (2) responsiveness and professionalism of officials, and (3) transparency and certainty of services. The Kendal community considers the friendliness of officials to be a key aspect of service, but still faces obstacles in terms of certainty of time and cost. Meanwhile, the people of Semarang consider the efficiency and openness of the digital system to be the main advantages, despite the challenge of the digital literacy gap. These findings reinforce the SERVQUAL theory by adding the dimensions of socio-cultural context and service digitalization. Theoretically, this study contributes to the development of adaptive service-based public administration studies, while practically providing recommendations for improving the capacity of officials and integrating inclusive digital service systems. Further research is recommended to explore the aspects of inclusiveness and digital literacy in public services in semi-rural areas.

Author Biographies

  • Lina Salma, Universitas Negeri Semarang
    Lina Salma is a student from faculty of Law from Universitas Negeri Semarang
  • Rini Fidiyani, Universitas Negeri Semarang

    Dr. Rini Fidiyani, S.H., M.Hum. is a prominent academic and legal expert currently serving as a lecturer at the Faculty of Law, Universitas Negeri Semarang (UNNES) in Indonesia.

    Here is a summary of her professional profile:

    Academic Background & Expertise

    • Specialization: Her expertise primarily lies in Civil Law. She focuses on areas such as family law, child and women's protection, and legal ethics.

    • Education: She holds a Doctorate (S3) in Legal Studies, which underpins her role as a senior researcher and educator at the university.

    Contributions at UNNES

    As an integral part of the Faculty of Law, her work includes:

    • Teaching: She handles various undergraduate and postgraduate courses, including Civil Law, Family Law, and Sociology of Law.

    • Research: Dr. Fidiyani is active in publishing academic papers. Her research often explores the intersection of law and social issues, such as consumer protection and the implementation of regional regulations.

    • Community Service: She frequently participates in legal outreach programs, providing legal education and consultancy to the public, particularly regarding civil rights.

    Professional Reputation

    She is recognized as a dedicated scholar who contributes to the development of legal science in Indonesia through seminars, national journals, and her involvement in academic examinations for law students.

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Published

2025-12-30

Issue

Vol. 12 No. 4 (2025): December 2025

Section

Articles

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