Evaluating land certification services quality: Insights from bone Bolango regency’s public service performance

This study examines the quality of land certification services at the Bone Bolango Land Office, focusing on land rights transfer processes. The research aims to assess service delivery using the SERVQUAL framework, evaluating five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The study addresses persistent inefficiencies, including delays, procedural complexity, and public dissatisfaction, while proposing actionable solutions to improve service quality. A qualitative descriptive approach was employed, integrating data from interviews, observations, and document analysis. The data were analyzed using an interactive model to identify patterns and discrepancies in service delivery. This methodology enabled an in-depth exploration of user experiences and systemic challenges. Findings reveal strengths in staff responsiveness and infrastructure adequacy, though issues in reliability and assurance, such as frequent delays and reliance on intermediaries, significantly hinder service effectiveness. Empathy and responsiveness were moderately satisfactory but constrained by understaffing and procedural bottlenecks. Recommendations include infrastructure upgrades, digital integration, staff training, and the establishment of formal feedback mechanisms to enhance service efficiency and user satisfaction. This study contributes to public service reform by offering region-specific insights into improving land administration services. The findings highlight the importance of tailored solutions and provide a foundation for future research on digital innovations and comparative analyses in land service delivery.