Ardiansyah, Ferdy and Nugroho, Kandung Sapto and Widyastuti, Yeni (2018) KUALITAS PELAYANAN PAJAK KENDARAAN BERMOTOR DI UPT/SAMSAT CIKANDE KABUPATEN SERANG. Lainnya thesis, Universitas Sultan Ageng Tirtayasa.
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Text (Ferdy Ardiansyah NIM.6661131577)
Kualitas Pelayanan Pajak Kendaraan Bermotor di UPT SAMSAT Cikande Kabupaten Serang (Cover sd Abst - Copy.pdf - Published Version Download (1MB) | Preview |
Abstract
Ferdy Ardiansyah. NIM. 6661131577. Skripsi. 2018. Kualitas Pelayanan Pajak Kendaraan Bermotor di UPT/SAMSAT Cikande Kabupaten Serang. Program Studi Ilmu Administrasi Negara. Fakultas Ilmu Sosial dan Ilmu Politik. Universitas Sultan Ageng Tirtayasa. Dosen Pembimbing I: Kandung Sapto Nugroho, M.Si. Dosen Pembimbing II: Yeni Widyastuti, M,Si. Pajak kendaraan bermotor merupakan salah satu pemasukan terbesar pendapatan daerah. Oleh sebab itu pelayanan pajak kendaraan bermotor penting bagi pendapatan daerah. Kualitas pelayanan yang baik mendukung peningkatan pendapatan daerah, namun pelaksanaan dilapangan masih ditemui beberapa masalah yaitu kurangnya sarana prasarana pendukung, tidak pastinya waktu pelayanan, kurang komunikatif dan keramahan petugas, kurangnya kesopanan petugas memberikan pelayanan. Penelitian ini bertujuan untuk mengetahui seberapa besar Kualitas Pelayanan Pajak Kendaraan Bermotor di UPT/SAMSAT Cikande Kabupaten Serang. Teori yang digunakan lima dimensi kualitas pelayanan Parasuraman, Zeithaml dan Berry dalam Ratminto dan Winarsih (2012:175-176). Metode penelitian ini merupakan kuantitatif deskriptif. Populasi penelitian rata-rata wajib pajak dalam satu hari yang berjumlah 150 orang. Sampel diambil 109 orang dengan pendekatan accidental sampling. Teknik pengolahan dan analisis data menggunakan uji validitas, reliabilitas, normalitas dan t-test. Hasil penelitian menunjukan Kualitas Pelayanan Pajak Kendaraan Bermotor di UPT/SAMSAT Cikande Kabupaten Serang mencapai 66,56%. hasil tersebut berdasarkan interpretasi menurut B.R Werang (2015:65) dengan persentase perindikator tangibles 65,98%, reliability 68,73%, responsiveness 67,47%, assurance 67,33%, dan emphaty 61,93% termasuk dalam kategori sedang. Oleh karena itu diperlukan adanya penambahan kapasitas kursi dalam ruang tunggu dan penyediaan prasarana gedung yang lengkap, adanya jaminan waktu pelayanan, meningkatkan kecepatan penyelenggaraan pelayanan, ketanggapan petugas menangani keluhan dan keramahan personal petugas. Kata Kunci: Kualitas, Pelayanan, Pajak Kendaraan Bermotor.
| Item Type: | Thesis (Lainnya) |
|---|---|
| Additional Information: | Ferdy Ardiansyah. NIM.6661131577. Thesis. 2018. The Quality Service of Motor Vehicle Tax in The UPT/SAMSAT Cikande Serang Regency. Departemen Of Public Administration. Faculty Of Social and Political Science. Sultan Ageng Tirtayasa University. The 1st Advisor: Kandung Sapto Nugroho, M.Si. 2nd Advisor: Yeni Widyastuti, M.Si. Motor vehicle tax is one of the largest income of regional income. Therefore, motor vehicle tax service are important for regional income. Good service quality supports increased regional income, but the implementation of the field still encountered several problems namely lack of facilities and infrastructure support service, uncertain service time, less communicative and hospitality officers, lack of courtesy officers provide services. This research was conducted to determine how great the quality service of vehicle tax in the UPT/SAMSAT Cikande Serang Regency. The theory used the five dimensions of service quality by Parasuraman, Zeithaml and Berry in Ratminto and Atik (2012:175-176). This research method is quantitative descriptive. The population of this research is average taxpayer in a day wich amounted to 150 people. Sample was taken as many as 109 people with accidental sampling approach. Techniques of processing and data analysis in this research used validity test, reliability, normality, right handed and t-test. The results showed the quality service of motor vehicle tax in the UPT/SAMSAT Cikande Serang Regency reached 66,56%. The result are based on interpretations according to B.R Werang (2015:65) with perindicator percentage: tangible 65,98%, reliability 68,73%, responsiveness 67,47%, assurance 67,33% and emphaty 61,93% including medium category. Therefore it is necessary to addition of seat capacity in the waiting room and the provision of complete building infrastructure, guarantee service time, increase the speed of service delivery, officer’s response to the complaint and hospitality personal officer. Keywords: Quality, Service, Motor Vehicle Tax. |
| Subjects: | H Social Sciences > Public Administration H Social Sciences > H Social Sciences (General) |
| Divisions: | 06-Fakultas Ilmu Sosial dan Ilmu Politik 06-Fakultas Ilmu Sosial dan Ilmu Politik > 63201-Program Studi Administrasi Publik |
| Depositing User: | Admin Eprints Untirta |
| Date Deposited: | 19 Oct 2018 08:32 |
| Last Modified: | 19 Oct 2018 08:32 |
| URI: | http://eprints.untirta.ac.id/id/eprint/989 |
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