Abstract:
The purpose of this study was to measure the Community Satisfaction Index on the Pontianak Drive
Thru Land Service (PERDANA) and to analyze the results of the level of community satisfaction on the
PERDANA at the Pontianak City Land Office. This research uses quantitative research methods. Data
collection techniques using questionnaires and documentation studies. The data analysis technique
used is descriptive analysis. The results of this study indicate that the Community Satisfaction Index
with Pontianak Drive Thru Land Services at the Pontianak City Land Office has been implemented
properly with a high variable criterion of 89. The highest index value is 94 on the cost/tariff indicator.
The lowest index value of 75 is on the Completion Time indicator. With the innovations that have been
issued by the Pontianak City Land Office, it proves that the PERDANA gives satisfaction to the
community. The Pontianak City Land Office can improve service quality in terms of service completion
time such as being able to add PERDANA implementing officers in terms of correcting files online so
that files can be corrected accurately and quickly and can maintain exchange system solutions
(applicants provide physical files and officers provide Deposit Orders (Surat Perintah Setor/SPS)) so
that there are no file arrears caused by applicants who have made payments but did not deliver physical
files, and can improve service quality in terms of facilities, namely minimizing server downtime by
updating the PERDANA website to an application that can be uploaded.
