Abstract

To develop the land administration sector, it is important to examine the difficulties faced and requests made by citizens. Accordingly, this study analyzes the Voice of Citizens data relating to land administration in an attempt to identify characteristics of civil complaints in the spatial sector that are unique to land administration. This research builds geospatial Database by combining civil complaint data and spatial information to the analysis of interest of the civil complaint area in order to identify the major keywords on the map. The analysis reveals that civil complaints relating to land administration pertain mostly to the operational methods and services of institutions in charge of the civil complaints, rather than to the ownership and results of land administration. These results indicate that response and operational methods must be determined prior to the administrative process relating to land ownership. This study further confirms that the civil complaints relating to ownership generally arose out of the mountainous and coastal regions, rather than cities. Going forward, this study could be used as reference material for determining policy priorities focusing, in particular, on the policy consumers’ utilizing data on civil complaints in terms of government policy.