The Implementation of E-Service in the Issuance of Land Rights Certificates in Palu City

Abstract

This study aims to identify and understand the implementation of e-services in the issuance of land rights certificates at the National Land Agency Office (BPN) of Palu City. This research employed a qualitative descriptive approach involving seven informants selected through purposive sampling. Data were collected through observation, interviews, and documentation. The study was conducted at the National Land Agency Office of Palu City.

The theoretical framework adopted in this study is the E-Service Quality model proposed by Parasuraman, Zeithaml, and Malhotra (2005), which comprises four dimensions: Efficiency, System Availability, Fulfillment, and Privacy. The findings reveal that the implementation of e-services in the issuance of land rights certificates at the National Land Agency Office of Palu City has not yet been fully effective. This is evident from several dimensions: (1) Efficiency has not been effectively achieved due to unstable internet connectivity, limited user guidance, and the lack of real-time synchronization between central and regional databases; (2) System Availability remains suboptimal, as indicated by delays in data updates and inadequate public understanding of e-service utilization; (3) Fulfillment has not been effectively realized because of a 20–30% error tolerance rate, network disruptions that hinder real-time data access, and differing perceptions between employees and the public regarding information updates; and (4) Privacy has been implemented effectively, as access to e-services is restricted to verified data owners and authorized notaries handling land certificates. Moreover, data within the system are directly supervised by the Ministry of Agrarian Affairs and Spatial Planning/National Land Agency (ATR/BPN), preventing unauthorized modifications by local officials.