syahputra, Aldi Ihsan (2026) Evaluasi Pelayanan Pengurusan Sertifikat Hak Milik Pada Kantor Pertanahan Kota Dumai. Other thesis, Universitas Islam Riau.

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Abstract

Public services in the land sector play a strategic role in ensuring legal certainty of land rights for the public. The Land Ownership Certificate (SHM) is the highest form of land ownership, providing legal protection, certainty of rights, and supporting social and economic activities. However, in practice, land certificate processing services often face various challenges, such as lengthy processing times, lack of information transparency, and public complaints about procedures and service quality. This study aims to gather information about Land Ownership Certificate processing services at the Dumai City Land Office and identify factors that hinder their implementation. This study employed a qualitative descriptive method with an evaluative approach. Data collection techniques included interviews, observation, and documentation with informants consisting of Dumai City Land Office employees and community certificate applicants. Data analysis was conducted systematically through data reduction, data presentation, and conclusion drawing. The service evaluation framework refers to William N. Dunn's public policy evaluation theory, which encompasses effectiveness, efficiency, adequacy, equity, responsibility, and precision. The results indicate that Land Ownership Certificate processing services at the Dumai City Land Office are not yet fully operational. Several service indicators remain unfulfilled, particularly those related to limited turnaround time, limited supporting facilities and infrastructure, and low levels of information transparency to the public. Furthermore, service barriers include limited human resources, high employee workloads, and low public understanding of land administration procedures. Therefore, continuous improvement efforts are needed through enhancing the quality of personnel, simplifying procedures, and strengthening a transparent and accountable service system to achieve excellent public service in the land sector.

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