Kualitas Pelayanan Program E-samsat Riau Dalam Upaya Peningkatan Penerimaan Pembayaran Pajak Kendaraan Bermotor Di Kota Pekanbaru

Bonita, Wika (2021) Kualitas Pelayanan Program E-samsat Riau Dalam Upaya Peningkatan Penerimaan Pembayaran Pajak Kendaraan Bermotor Di Kota Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

The Riau e-Samsat breakthrough is one of the innovations taken by the Riau Provincial Government for the cooperation carried out by the Riau Provincial Government, Riau Police and Jasaraharja Riau Branch and Bank Riau Kepri in the form of electronic network services organized by the Riau Samsat Development Team based on laws and regulations. Republic of Indonesia for online payment and approval of Motor Vehicle Tax, SWDKLLJ, and PNBP. Validation of STNK which can be done through mobile service applications. However, in practice, there are still problems, including the lack of information provided by employees regarding the management of online motor vehicle tax payments, because not all people fully understand using this online application and people who are more comfortable in managing tax payments manually compared to online because it is more convenient. complicated. The purpose of this study is to determine the service quality of the Riau e-Samsat program in an effort to increase the receipt of motor vehicle tax payments in Pekanbaru City and the inhibiting factors. The research method used is descriptive quantitative method with data collection through interviews, observations, questionnaires and documentation. The population and sample in this study were the head of the Samsat and its employees and the public who paid the two-wheeled motorized vehicle tax (2) through the e-samsat system as many as 56 people. The results of the study, namely the quality of service of the Riau e-Samsat program in an effort to increase receipt of motor vehicle tax payments in Pekanbaru City were quite implemented, because there were still problems related to the application of this online program, one of which was the problem of people who prefer to continue to pay taxes manually compared to online. due to lack of understanding in its application. The inhibiting factors are the My Samsat Application connection to the main office server, frequent interruptions occur and cause the service process to take a long time, so that it cannot fulfill serving all taxpayers who come.

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