Sudiro, Galuh Saren (2025) Analisis Kualitas Pelayanan Publik Pada Unit Pelaksana Teknis (UPT) Samsat Pekanbaru Kota Badan Pendapatan Daerah Provinsi Riau. Other thesis, Universitas Islam Riau.

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Abstract

Public services by government apparatus, especially at UPT Samsat Pekanbaru City, which currently still have many weaknesses so that they cannot meet the quality expected by the community. This is indicated by the existence of various public complaints conveyed through the mass media, such as complicated procedures, no certainty in the completion period, costs that must be incurred, less transparent requirements, less responsive attitudes of officers and the implementation of public services is still faced with a government system that is not yet effective and efficient and the quality of human resources of the apparatus is inadequate. So that it creates a bad image that is not good for the image of the government in the eyes of its own community, especially in the eyes of the community who do not understand public services. The purpose of this study is to determine the quality of public services implemented at the Technical Implementation Unit (UPT) Samsat Pekanbaru City and its obstacles. The method used is descriptive and qualitative methods; informants in this study were the Head of the Technical Implementation Unit (UPT) Samsat Pekanbaru City, Head of Receipts, Head of Collections, Counter Officers, Physical Check Officers and Taxpayers. Data collection techniques were observation and interviews and data analysis was descriptive and qualitative. This study concluded that the quality of public services at the Technical Implementation Unit (UPT) Samsat Pekanbaru City office had not been optimally provided, there were still many people who had not received complete information services from employees, employees were considered not to be responsive, employees tended to only explain what was asked by the public not in detail so that many people still did not understand. Then the facilities and infrastructure were said to be limited and the number of employees did not all open service counters so that many had to queue.

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