MULYANI, DWI SEPTA (2015) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN KEPATUHAN WAJIB PAJAK PAJAK BUMI DAN BANGUNAN PEDESAAN DAN PERKOTAAN (PBB-P2) di DIPENDA Kabupaten Serang. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.

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Abstract

This research was conducted to determine the influence service quality on satisfaction and compliance of taxpayers in Dinas Pendapatan Daerah Kabupaten serang. As a government unit in charge of service and supervision , Dinas Pendapatan Daerah Kabupaten Serang need to improve service quality to increase customer satisfaction and also increase taxpayer compliance. Research was conducted with a survey approach. Research type used is descriptive quantitative. Explanation of the characteristic of respondent and research data using descriptive analysis. For statistical and hypothesis testing using SPSS version 20. The population in this study is registered individual taxpayer in Dinas Pendapatan Daerah Kabupaten Serang. Technical data collected by questionaire. Research results show that 1) simultanous is a significant influence on the variable tangible, reliability, responsiveness, assurance and emphaty on taxpayer satisfaction. 2) there are positive and significant effect on each variable tangible, reliability, reponsiveness, assurance and emphaty towards satisfaction of the taxpayer. There are also positive and significant impact on taxpayer satisfaction variables on taxpayer compliance. Keywords: Service Quality, Satisfaction Taxpayers, Taxpayer Comliance

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