Alya Aquila Muzdalifah, Nayani (2025) Inovasi Pelayanan Pembayaran Pajak Kendaraan Layanan Delivery SAMSAT Manyar (PAK LEMAN) dalam Meningkatkan Layanan Pajak Kendaraan Bermotor Tahunan di SAMSAT Surabaya Timur. Undergraduate thesis, UPN "Veteran" Jawa Timur.
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Abstract
Surabaya is the city with the most vehicles in East Java Province. At the time of service, it is not uncommon to find people queuing and service hours coinciding with working hours which causes people to have to ask for permission. An innovation is needed that allows SAMSAT officers to come directly to the relevant office so that people do not need to ask permission to pay annual vehicle taxes at SAMSAT through the service innovation PAK LEMAN (Vehicle Tax Payment Delivery Service SAMSAT Manyar) based on delivery service with a ball pick-up method that serves at the agreed taxpayer location at SAMSAT East Surabaya. This research uses a qualitative method of case study approach. Data collection techniques through interviews, observation, and documentation. This study aims to analyze the innovation of PAK LEMAN delivery services in annual motor vehicle tax payments at SAMSAT East Surabaya which are analyzed using the theory of innovation attributes according to Rogers, namely 1) Relative Advantage, 2) Compatibility, 3) Complexity, 4) Triability, and 5) Observability. The results showed that the innovation of annual motor vehicle tax payments through the PAK LEMAN delivery service innovation has gone well by providing a ball pick-up service based on a humanist approach that provides relative benefits in bringing services closer to the community, although there is still one innovation attribute that still needs attention such as the innovation attribute of complexity which lies in the understanding of the community. Improving service quality requires efforts to educate and socialize services and requires better coordination between SAMSAT and related agencies so that this service can run more optimally.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > H Social Sciences (General) | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | Nayani Alya Aquila Muzdalifah | ||||||||
| Date Deposited: | 17 Jun 2025 07:50 | ||||||||
| Last Modified: | 17 Jun 2025 07:50 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/38172 |
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