WIJAKSANA, GUNAWAN TRISNA (2026) ANALISIS KUALITAS PELAYANAN PEMUNGUTAN PENERIMAAN NEGARA BUKAN PAJAK (PNBP) JASA KENAVIGASIAN PADA KANTOR VESSEL TRAFFIC SERVICE MERAK KEMENTERIAN PERHUBUNGAN. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
Public service quality is a crucial aspect of service delivery to the community. Service quality can be directly perceived, observed, and assessed by the public; therefore, the government is required to provide effective, responsive, and high quality services. The collection of Non-Tax State Revenue (PNBP) by government institutions is part of public service delivery, including at the Merak Vessel Traffic Service Office (VTS Merak), which is a technical implementing unit under the Class I Navigation District of Tanjung Priok and is authorized to collect PNBP from navigational services. However, several issues are still identified, such as the limited number of PNBP service officers, delays in service completion, and the lack of socialization regarding service complaint procedures and mechanisms. This study aims to analyze the quality of PNBP administrative services at the Merak Vessel Traffic Service Office using the service quality theory of Cronin and Taylor through the SERVPERF model, which consists of five dimensions. This research employs a descriptive qualitative method with data collection techniques including observation, interviews, and document analysis. The results indicate that the overall quality of PNBP administrative services is relatively good, particularly in the dimensions of reliability, assurance, and empathy, which demonstrate consistent service performance in terms of information accuracy, officer reliability, and communication skills during the service process. However, improvements are still required in the responsiveness dimension, which shows suboptimal performance in terms of processing speed and time consistency, as well as in the tangibles dimension, particularly regarding the cleanliness and comfort of the service waiting area. In conclusion, the quality of PNBP administrative services at the Merak Vessel Traffic Service Office is generally good; nevertheless, continuous improvements are necessary to enhance service effectiveness and public satisfaction.
| Item Type: | Thesis (S1) | ||||||
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| Additional Information: | Kualitas pelayanan publik merupakan aspek penting dalam penyelenggaraan pelayanan kepada masyarakat. Kualitas pelayanan dapat dirasakan, diamati, dan dinilai secara langsung oleh masyarakat sehingga pemerintah dituntut untuk memberikan pelayanan yang efektif, responsif, dan berkualitas. Pemungutan PNBP dilakukan oleh instansi pemerintah merupakan bagian dari pelayanan publik, termasuk pada Kantor Vessel Traffic Service Merak (VTS Merak) merupakan unit pelaksana teknis di bawah Distrik Navigasi Kelas I Tanjung Priok dan berwenang melakukan pemungutan PNBP atas jasa kenavigasian. Namun, masih ditemukan beberapa permasalahan seperti keterbatasan jumlah Petugas Pelayanan PNBP, keterlambatan penyelesaian layanan, serta kurangnya sosialisasi terkait prosedur dan mekanisme pengaduan layanan. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan administrasi PNBP pada Kantor Vessel Traffic Service Merak dengan menggunakan teori kualitas pelayanan Cronin dan Taylor melalui model SERVPERF yang terdiri dari lima dimensi. Penelitian ini menggunakan metode kualitatif deskriptif dengan teknik pengumpulan data berupa observasi, wawancara, dan studi dokumentasi. Hasil penelitian menunjukkan bahwa kualitas pelayanan administrasi PNBP secara keseluruhan cukup baik, terutama pada dimensi reliability, assurance, dan empathy dimana menunjukan performa kualitas pelayanan yang konsisten terutama dalam aspek ketepatan informasi, kehandalan Petugas Pelayanan, serta kemampuan komunikasi petugas dalam proses pelayanan. Namun, peningkatan masih diperlukan pada dimensi responsiveness yang masih menunjukan kurang optimalnya kinerja pelayanan dalam aspek kecepatan serta konsistensi waktu pemrosesan pelayanan dan dimensi tangibles dimana masih kurangnya kualitas kebersihan dan kenyamanan ruang tunggu pelayanan. Dengan demikian, dapat disimpulkan bahwa kualitas pelayanan administrasi PNBP Kantor Vessel Traffic Service Merak sudah baik secara umum, namun perbaikan berkelanjutan diperlukan untuk meningkatkan efektivitas pelayanan dan kepuasan publik. | ||||||
| Uncontrolled Keywords: | Public Service Quality, Non-Tax State Revenue, Navigation Services, Vessel Traffic Service | ||||||
| Subjects: | H Social Sciences > Public Administration H Social Sciences > HE Transportation and Communications |
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| Divisions: | 06-Fakultas Ilmu Sosial dan Ilmu Politik 06-Fakultas Ilmu Sosial dan Ilmu Politik > 63201-Program Studi Administrasi Publik |
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| Depositing User: | Gunawan Trisna Wijaksana | ||||||
| Date Deposited: | 05 Mar 2026 03:35 | ||||||
| Last Modified: | 05 Mar 2026 03:35 | ||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/58757 |
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