relation: https://eprints.untirta.ac.id/51289/
title: KUALITAS PELAYANAN PAJAK KENDARAAN DI UPTD SAMSAT KABUPATEN SERANG
creator: ALYASARI, AYU
subject: Public Administration
description: This study aims to determine the level of satisfaction with the quality of vehicle tax  services at the one stop administration service office of Serang Regency. The  problems that arise in this study are the lack of employee competence, frequent  long queues when making tax payments, lack of public trust regarding tax fines to  illegal levies, public complaints about complicated tax payment procedures and  the presence of employees who are not friendly in providing information about tax  services. By using the Zeithami-Parasuraman-Berry theory of the quality of public  services consisting of Tangible, Reliability, Responsiveness, Assurance and  Empathy, this study uses a descriptive quantitative method. The population used is  Taxpayers who have motorized vehicles registered in the one stop administration  service office of Serang Regency area totaling 465,100 people, to determine the  sample is the slovin formula with a precision level of 5%, so that the sample  obtained is 400 people. Data analysis uses the Servqual (Gap) method and the  Paired Sample T-Test. In data processing, this study used SPSS 20 software. The  results of the study showed that the quality of service provided by the one stop  administration service office of Serang Regency satisfied taxpayers' expectations,  this was obtained from the paired sample t-test where the significance value shown  was 0,009 <0,05, in addition the servqual value (gap) is 0,04, this value is positive,  which indicates that the overall quality of service provided by the samsat office has  met taxpayers' expectations. Of the five dimensions of service quality, only the  tangible dimension does not meet taxpayers' expectations, because the servqual  value is negative, namely -0,03, while the other four dimensions show positive  servqual values. The most dominant is the empathy dimension, with a servqual  value of 0,08.
date: 2025
type: Thesis
type: NonPeerReviewed
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identifier: https://eprints.untirta.ac.id/51289/1/AYU%20ALYASARI_6661180066-FULLTEXT.pdf
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identifier: https://eprints.untirta.ac.id/51289/2/AYU%20ALYASARI_6661180066_CP.pdf
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identifier: https://eprints.untirta.ac.id/51289/3/AYU%20ALYASARI_6661180066_01.pdf
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identifier: https://eprints.untirta.ac.id/51289/4/AYU%20ALYASARI_6661180066_02.pdf
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identifier: https://eprints.untirta.ac.id/51289/5/AYU%20ALYASARI_6661180066_03.pdf
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identifier: https://eprints.untirta.ac.id/51289/6/AYU%20ALYASARI_6661180066_04.pdf
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identifier: https://eprints.untirta.ac.id/51289/7/AYU%20ALYASARI_6661180066_05.pdf
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identifier: https://eprints.untirta.ac.id/51289/8/AYU%20ALYASARI_6661180066_REF.pdf
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identifier: https://eprints.untirta.ac.id/51289/9/AYU%20ALYASARI_6661180066_LAMP.pdf
identifier:   ALYASARI, AYU  (2025) KUALITAS PELAYANAN PAJAK KENDARAAN DI UPTD SAMSAT KABUPATEN SERANG.  S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.