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ANALISIS KUALITAS PELAYANAN PEMUNGUTAN PENERIMAAN NEGARA BUKAN PAJAK (PNBP) JASA KENAVIGASIAN PADA KANTOR VESSEL TRAFFIC SERVICE MERAK KEMENTERIAN PERHUBUNGAN
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.
PROGRAM STUDI ADMINISTRASI PUBLIK, UNIVERSITAS SULTAN AGENG TIRTAYASA
ANALISIS KUALITAS PELAYANAN PEMUNGUTAN PENERIMAAN NEGARA BUKAN PAJAK (PNBP) JASA KENAVIGASIAN PADA KANTOR VESSEL TRAFFIC SERVICE MERAK KEMENTERIAN PERHUBUNGAN (Text)
HTML Summary of #58757 ANALISIS KUALITAS PELAYANAN PEMUNGUTAN PENERIMAAN NEGARA BUKAN PAJAK (PNBP) JASA KENAVIGASIAN PADA KANTOR VESSEL TRAFFIC SERVICE MERAK KEMENTERIAN PERHUBUNGAN
Public Administration
HE Transportation and Communications