KUALITAS PELAYANAN PEMBAYARAN PAJAK KENDARAAN BERMOTOR DI KANTOR SAMSAT (UPTB) PALEMBANG II

ERNANDO, JIMI and Semil, Nurmah and Martina, Martina (2020) KUALITAS PELAYANAN PEMBAYARAN PAJAK KENDARAAN BERMOTOR DI KANTOR SAMSAT (UPTB) PALEMBANG II. Undergraduate thesis, Sriwijaya University.

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Abstract

This research is motivated by the problem of lack of facilities and infrastructure in services such as places of thinking, toilets, waiting rooms and prayer rooms that are less comfortable and the absence of information boards about the flow and motor vehicle tax procedures (PKB). So if it is related to Law No. 25 of 2009 concerning public services, the application of services has not gone well. This study aims to determine the Quality of Motor Vehicle Tax Payment Services in the SAMSAT Office (UPTB) Palembang II. This research uses descriptive quantitative research methods. The theory used in this study is the theory of service quality proposed by Zeithaml, Parasuraman & Berry which has 5 dimensions Tangible, Reliability, Responsiveness, Assurance, and Emphaty. Based on the analysis results, it can be concluded that the Quality of Motor Vehicle Tax Payment Services at the Palembang SAMSAT (UPTB) Office is going well on the Responsiveness and Emphaty dimensions. However, in the Tangible dimension, Reliability and Assurance have not been implemented according to laws and theories. It can be concluded that the service is still not good because there are still many unsatisfactory dimensions. Suggestions from researchers are the SAMSAT Palembang II Office should improve facilities such as parking lots in terms of parking conditions, toilets in terms of cleanliness, waiting rooms in terms of expanded and more seats, and prayer rooms in physical conditions and provide information boards about tax payments motorized vehicles (PKB). Keywords: Quality, Service

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Kualitas, Pelayanan
Subjects: J Political Science > JJ Political institutions and public administration (North America)
Divisions: 07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User: Users 6934 not found.
Date Deposited: 11 Aug 2020 07:34
Last Modified: 11 Aug 2020 07:34
URI: http://repository.unsri.ac.id/id/eprint/32252

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