IMPLEMENTATION OF PRIMA SERVICES IN COMPLETE SYSTEMATIC LAND REGISTRATION (PTSL) PROGRAM BY THE LAND OFFICE OF LAMONGAN DISTRICT

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, Kantor Pertanahan Kabupaten 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 pendekatan kualitatif, dimana pada pendekatannya cenderung mengarah pada metode penelitian secara deskriptif. Dalam penelitian ini, menggunakan pendekatan secara deskriptif karena peneliti mendeskripsikan gambaran serta menyajikan data-datanya berupa kata-kata, bukan angka, dengan menggunakan 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 baik oleh Kantor Pertanahan Kabupaten Lamongan. Walaupun selama pelaksanaan tersebut terdapat permasalahan yang menyebabkan kesalahpahaman, tetapi hal tersebut dapat diselesaikan oleh Kantor Pertanahan Kabupaten Lamongan. Selain itu, permasalahan yang terjadi selama pelaksanaan timbul karena kurangnya kerja sama dari masyarakat serta masyarakat yang tidak memiliki pehamaman yang sama baik dengan POKMAS, Kades, maupun Kantor Pertanahan Kabupaten 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. In order to provide knowledge to the public about the importance of land registration, as well as to increase public interest in carrying out land registration, government agencies must provide knowledge about this as a form of service that must be provided by government agencies to the community according to their duties. Government agencies or institutions have the duty to carry out the functions of government and provide services to the community. The implementation of public services organized by the government at this time can be said to be of low quality or has poor quality in its services. In order to realize excellent service and comply 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 Systematic Land Registration Complete, where previously the Lamongan District Land Office also received a red card for compliance with service standards prior to the implementation of the program. The Lamongan District Land Office has succeeded in achieving achievements in the land registration program that has been organized and implemented. This study uses a qualitative approach, where the approach tends to lead to descriptive research methods. In this study, a descriptive approach is used because the researcher describes the picture and presents the data in the form of words, not numbers, using indicators of the characteristics of service excellence according to Kasmir (2017): There are good employees; There are good facilities and infrastructure; Responsible for the customer from start to finish; Have the ability to quickly and precisely; able to communicate; Guarantee the confidentiality of every transaction; Have good knowledge and ability; Can meet customer needs; Maintain customer trust. The results of this study indicate that the Implementation of Excellent Service in the Complete Systematic Land Registratirogram (PTSL) has been well implemented by the Land Office of Lamongan Regency. Even though during the implementation there were several problems that caused misunderstandings, these were resolved by the Lamongan District Land Office. In addition, problems that occurred during implementation arose due to a lack of cooperation from the community and the community did not have the same understanding as POKMAS, village heads, and the Lamongan District Land Office.