PENGARUH FASILITAS, KUALITAS PELAYANAN, DAN SISTEM INFORMASI DIGITAL TERHADAP KEPUASAN MASYARAKAT DALAM PENERBITAN SERTIFIKAT TANAH DI BPN KOTA BATAM

Abstract

This research was used to determine and analyze the influence of facilities, service quality and digital information systems on community satisfaction in issuing land certificates at BPN Batam City. The method used in quantitative research. The population in the study was 704 people, obtained from the number of land certificates issued in the last three months. The sample in this study was 87.56 and rounded up to 88 respondents. The data collection technique used was a questionnaire that had been tested for validity and reliability, classical assumption tests, hypothesis tests (t-test and F-test), and coefficient of determination. Data management in this study used SPSS 26 software. The results of this study were that facilities had a positive and insignificant effect with a probability of 0.257> 0.05. Service quality had a positive and significant effect with a probability value of 0.000 <0.05. In the digital information system, it had a positive and insignificant effect with a probability value of 0.098 <0.05. The coefficient of determination value of 73.7% indicates that the remaining variable contribution of 26.3% is influenced by other variables not examined in this study.