Ilmy, Ahmad Farkhan Bahari (2023) KUALITAS PELAYANAN PEMBAYARAN PAJAK KENDARAAN BERMOTOR MELALUI LAYANAN DRIVE THRU PADA SISTEM MANUNGGAL SATU ATAP (SAMSAT) KATANG KABUPATEN KEDIRI. Undergraduate thesis, UPN VETERAN JATIM.
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Abstract
Service is the main task of the government in providing public servicesboth at the central and regional levels, to facilitate access to public services asstipulated in Law Number 23 of 2014 concerning Regional Government, thecentral government gives authority to regional governments in regulatingandmanaging regional government af airs in certain fields in carrying out publicaf airs with the aim of accelerating community welfare through strategies toimprove services, empowerment and community participation. One type of publicservice that needs to get more attention is the service in the field of payingregional taxes, Motor Vehicle Tax is a regional tax which is used as one of thelargest sources of income, the East Java Provincial Revenue Agency in improvingthe quality of motorized vehicle tax collection services to the public is throughsuperior services, such as: Samsat Drive Thru, Samsat Payment Point, Samsat Corner, Mobile Samsat Mandiri Mobile Samsat, Samsat Link, E-Sasat East Java, ATM Samsat East Java, Embosser Machine, and the newest service is incollaboration with PT. Indonesian post. The Kediri Regency Samsat KatangJoint Of ice is one of the public service places for the payment of Motor Vehicle Tax(PKB) and Motorized Vehicle Ownership Fee (BBNKB) which are under theTechnical Implementation Unit of the East Java Province Revenue Agency Kediri. The SAMSAT Drive Thru service unit is one of the breakthroughs in ef orts toimprove service quality at the Katang Joint Samsat Of ice, Kediri Regency. Inthisstudy the authors used a qualitative research approach with the intentionof providing a comprehensive and in-depth overview of research studies. The target of this research study used the Zeithaml, Parasuraman theory and Berry(Pasolong, 2013: 135) in knowing that there are five dimensions as a measureof consumer or customer satisfaction, namely Tangibles, Reliability, Responsiveness, Assurance, Emphaty. The results of the study show that the service ontheTangibles aspects of the service staf is of good quality, but the facilities andinfrastructure aspects have not provided comfort because the place for payment istoo narrow if two cashiers are applied so that the facilities and infrastructureaspects provide poor quality, then the Reliability of the service staf in the processof completing the quality service is already very good, while the Responsivenessof service personnel responds, helps provide fast and appropriate services whichis very good, as well as guarantees provided by service of icers such as timelycompletion of services, supervision and legitimacy which are appropriate andof very good quality, the empathetic aspect of service of icers is polite polite andnon-discriminatory service staf which shows very good quality, but inthehospitality aspect it provides not good quality. Keywords: Quality, Service Quality, Drive Thru Service, Motor Vehicle Tax.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | J Political Science > JA Political science (General) > JA51 Public management | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | AHMAD FARKHAN BAHARI ILMY | ||||||||
| Date Deposited: | 24 Jul 2023 05:08 | ||||||||
| Last Modified: | 24 Jul 2023 05:08 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/15859 |
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