Pelayanan Elektronik Kantor Pertanahan di Indonesia: Kualitas Layanan, Kepercayaan, dan Kepuasan Pengguna dalam Transformasi Administrasi Pertanahan

Anriz Nazaruddin Halim; Putra Hutomo

doi:10.59059/mandub.v4i2.3272

Authors

Anriz Nazaruddin Halim Universitas Jayabaya
Putra Hutomo Universitas Jayabaya

DOI:

https://doi.org/10.59059/mandub.v4i2.3272

Keywords:

Digital Land Administration, E-Government, Electronic Service Quality, Land Office, Trust

Abstract

Digital transformation in land administration changes how citizens access land registration, data maintenance, electronic documents, and supporting services delivered by land offices. This study examines which dimensions of electronic service quality are most consistently associated with user trust and satisfaction and develops improvement priorities for digital land services in Indonesia. A structured evidence synthesis was conducted using 30 journal articles published between 2021 and 2025 and selected for their relevance to electronic land services, e-government quality, trust, satisfaction, security, transparency, and digital inclusion, complemented by the current regulatory framework for electronic land administration. The analysis applies descriptive thematic coding across nine themes and a land-specific evidence matrix; therefore, quantitative values in the results indicate the frequency of themes in the reviewed studies rather than fabricated primary survey data. Service quality or usability appeared in 93.3% of the reviewed articles, efficiency or speed in 86.7%, responsiveness or support in 80.0%, and trust in 70.0%, while security, transparency, and infrastructure readiness each appeared in 60.0%. User satisfaction was explicitly discussed in 50.0% of articles, whereas digital literacy and inclusion appeared in only 30.0%, even though these issues repeatedly emerged in Indonesian land studies. The synthesis indicates that fast digital services are insufficient when application status is unclear, support is weak, data are poorly integrated, or users doubt security and legal certainty. The study proposes an electronic land service quality framework in which ease of use, reliability, responsiveness, transparency, and security shape trust, which then supports satisfaction and continued use.

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