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"PT. Jasa Marga (Persero) adalah perusahaan yang bergerak dalam bidang jasa yaitu sebagai penyelenggara jalan tol. Dalam melakukan kegiatannya, perusahaan menyadari bahwa peningkatan mutu pelayanan pelanggan merupakan syarat mutlak Salah satu upaya pemisahaan dalam meningkatkan pelayanan kepada pelanggan adalah diselenggarakannya Kartu Langganan Tol jenis pre paid card, yang diharapkan dapat mempercepat waktu transaksi dan waktu pelayanan di gerbang tol.Dalam sistem penyelenggaraan KLT, saat ini belum ada prosedur yang baku mengenai sistem pelaporan dan penanganan mengenai pengaduan pelanggan. Dengan adanya prosedur yang baku, maka keragaman tindakan dalam penangan pengaduan pelanggan dapat dikurangi dan diharapkan agar perusahaan dapat mendorong pelanggan untuk memberikan umpan balik kepada perusahaan, dimana umpan balik dari pelanggan tersebut sangat berguna bagi perusahaan dalam rnelakukan perbaikan untuk peningkatan- kualitas pelayanan yang bertujuan untuk tercapainya kepuasan pelanggan.Standar Prosedur Operasi Pengaduan Pelanggan mengenai Kartu Langganan Tol ini dibuat dengan memperhatikan sistem yang telah ada. Selanjutnya mengidentitikasi dan menganalisis permasalahan yang teujadi mengenai pelaporan dan penanganan pengaduan mengenai KLT dan kemudian menetapkan batasan-baatasan yang perlu diperhatikan dan karakteristik prosedur yang akan dibuat."

"ABSTRAKThe National Land Law stipulates that land procurement for the interest of the public as outlined in the principles of land procurement must be conducted through deliberation to reach settlement, whether in terms of land hand over or the compensation, and duress in any form and by whomever to the right holder is not allowed, including duress in using the institution of "payment offer followed by contingency at District Court". The implementation of land acquittal by PT. Jasa Marga (Persero) at Sub-district of Pesanggrahan, District of Pesanggrahan, South Jakarta, is deemed necessary to be examined since it has arisen a question whether it is conducted based on the applicable laws and regulations and how the protection is for the land right holder whose land is still on dispute. The research makes use empirical normative method and constitutes a fact finding research with explanatory research typology since it is aimed to find the fact on the problem that arises, and then the problem is explained and described in more detail. This research is expected to give solution to the existing problem by providing several suggestions to the stakeholders, so from the viewpoint of its form, it is also a prescriptive research. Data collecting is conducted through literature study and interview using judgmental sampling method. Following examination against the problem that arises, the data obtained are then analyzed using qualitative. analysis method. The outcome of the research reveals that the land acquittal conducted by PT. Jasa Marga (Persero) is in accordance with the prevailing laws and regulations, and the right holders of land that is still on dispute are given protection in the form of guarantee that compensation will be given to the right holders and in sufficient amount. It is recommended that the government determine land price in an objective and actual manner, not only when conducting land procurement for public interest, and give compensation by considering social, economic, and cultural factors of the community whose land is acquitted."