Analisis Kualitas Pelayanan Publik (Study Pelayanan Pembayaran Pengesahan Pajak Kendaraan Bermotor Kantor Samsat Rumbai)

Setiowati, Wahyu (2022) Analisis Kualitas Pelayanan Publik (Study Pelayanan Pembayaran Pengesahan Pajak Kendaraan Bermotor Kantor Samsat Rumbai). Masters thesis, Universitas Islam Riau.

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Abstract

The Technical Implementation Unit for Rumbai Revenue Management of the Riau Province Regional Revenue Agency is one of the Riau Province Government Institutions that takes care of the needs related to the Regional Tax Collection of the Riau Province. Lack of Service Quality in Payment of Motor Vehicle Taxes at the Rumbai SAMSAT and quality factors of public services for payment of motor vehicle tax ratification at the Rumbai SAMSAT office. This study aims to determine the quality of public services (Study of Payment Services for Motor Vehicle Tax Authorization at the Rumbai Samsat Office. The method in this study uses a qualitative method with interview techniques to informants. This research is assessed from five dimensions. Tangible dimensions, this dimension has not been fully implemented, namely regarding the comfort of the service place. The dimension of reliability has not worked in accordance with community expectations, namely regarding the accuracy of officers in providing services. The dimension of responsiveness, the use of services has been applied to this dimension in accordance with the wishes of the community. The courtesy dimension has not run in accordance with community expectations, namely there are still officers who have not friendly to taxpayers Dimension of credibility there are no complaints from service users regarding indicators in service.

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