KUALITAS PELAYANAN KANTOR SAMSAT SURAKARTA

Riza, Faisal (2009) KUALITAS PELAYANAN KANTOR SAMSAT SURAKARTA. Other thesis, Universitas Sebelas Maret.

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    Abstract

    Faizal Riza, D0103057. Title of Minithesis: The Service Quality of SAMSAT Office of Surakarta, Department of Administration Science, Faculty of Social and Political Science, Sebelas Maret University of Surakarta, 2008. Essentially, the government primary taks as a public organization is to serve the upblic. And such the case with SAMSAT Kota Surakarta as one of the public organization which directly related with public service. SAMSAT serves to public in such payment processing of Pajak Kendaraan Bermotor (PKB) dan Pajak Bea Balik Nama Kendaraan Bermotor (BBNKB). Tax sector is the most important sector in relation with national development, because by and large, the national development uses tax sector­based fund, included within are PKB and BBNKB sectors. The tax from PKB and BBNKB sector is continually increasing due to the more tax obligants. In everyday, SAMSAT serves hundreds of tax obligants. By this tax obligants increment, SAMSAT Kota Surakarta has been trying to provide the best service to the tax obligant, in reminding that it is from the tax obligant which SAMSAT contributes on tax which eventually it will preserved on national funding. As one of the contribution, SAMSAT has been trying to provide the best service in line with public expectation and needs as the tax obligants. This research is a descriptive research in which SAMSAT Kota Surakarta had selected to be the research location. Data collection technique uses interview, documentation and observation. The sampling method using purposive and snowball sampling. To know the data validity, there employed data triangulation. The results of this research, from the serving employee expertise, then the officer can be said sufficiently reliable, but having lack of responsiveness to serve the tax obligant’s complaints. The rpedetermined service procedure by SAMSAT in such prolongation of STNK is easier to be understood but the service procedure for new PKB and BBNKB is quite complicated and there is no service flow so that this had left more difficulties for the tax obligant, and evenmore with the many of non­formal levied. The infrastructure owned by SAMSAT are also insufficiently meet with the tax obligants expectation, especially in the parking lane which still requiring for renovation and other facilities such like television, waiting room, and Air Conditioning which perceivedly uncomfortable. There are several obstructing factors on SAMSAT authority to improve its service. Besides, SAMSAT has also been devoting efforts to improve its service quality. From this research, there can be concluded that the service quality of SAMSAT Kota Surakarta has not meeting with tax obligant’s expectation, therefore, more efforts needed to improve their service quality to the tax obligants.

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > H Social Sciences (General)
    H Social Sciences > HB Economic Theory
    Divisions: Fakultas Ilmu Sosial dan Ilmu Politik > Ilmu Administrasi Negara
    Depositing User: Devi Nurlita Sari
    Date Deposited: 15 Jul 2013 17:27
    Last Modified: 15 Jul 2013 17:27
    URI: https://eprints.uns.ac.id/id/eprint/4484

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