Kualitas Layanan Mediasi Badan Pertanahan Nasional Jawa Timur di Kota Surabaya. (Kualitas Layanan Mediasi Badan Pertanahan Nasional Jawa Timur di Kota Surabaya).

Dinansyah, Septi Rachmah (2025) Kualitas Layanan Mediasi Badan Pertanahan Nasional Jawa Timur di Kota Surabaya. (Kualitas Layanan Mediasi Badan Pertanahan Nasional Jawa Timur di Kota Surabaya). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

This study evaluates the quality of mediation services at the National Land Agency (BPN) of East Java in Surabaya as a non-litigation mechanism for resolving land disputes. Although mediation is considered faster, more efficient, and aligned with Indonesia’s consensus-based culture, its implementation still faces challenges such as the absence of disputing parties, incomplete documents, and administrative and human resource constraints. Using a qualitative case study approach, data were collected through interviews, observations, and documentation. The analysis followed the stages of data reduction, data presentation, and conclusion drawing to portray the quality of mediation services from the perspectives of both service users and mediators. The findings reveal that the mediation process generally adheres to established procedures, but its effectiveness depends heavily on the presence of disputing parties, the mediator’s communication skills, and the clarity of service procedures. Based on the Kano model, basic service attributes such as timeliness and procedural clarity strongly influence user satisfaction, while additional features—like comfortable mediation rooms—can enhance users’ overall experience. Overall, the study highlights the need to improve mediation service quality through better coordination, enhanced mediator capacity, and service innovations. These findings are expected to support BPN’s efforts in providing mediation services that are more responsive, professional, and oriented toward public satisfaction.

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