KUALITAS PELAYANAN PUBLIK DI KANTOR SISTEM ADMINISTRASI MENUNGGAL SATU ATAP (SAMSAT) WILAYAH JAKARTA TIMUR BADAN PENDAPATAN DAERAH PROVINSI DKI JAKARTA

Sadewa, Wimar Bagus (2024) KUALITAS PELAYANAN PUBLIK DI KANTOR SISTEM ADMINISTRASI MENUNGGAL SATU ATAP (SAMSAT) WILAYAH JAKARTA TIMUR BADAN PENDAPATAN DAERAH PROVINSI DKI JAKARTA. Sarjana (S1) thesis, Universitas Islam 45.

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Abstract

ABSTRAK The starting point of writing this thesis is that the implementation of payment services for four-wheeled motorized vehicles has not been carried out optimally, the non-optimality of these services has resulted in the four-wheeled motorized vehicle tax payment service activities carried out at the East Jakarta Regional SAMSAT Office of the Regional Revenue Agency of DKI Jakarta Province not yet fully showing perfection. of the expected excellent service, in the sense that it is not completely good, smooth and orderly. Therefore, the author created the title "Quality of Public Services in the Office of the One-Stop Single Administration System (SAMSAT) East Jakarta Region, Regional Revenue Agency of DKI Jakarta Province". Various indications of the problems mentioned above, the author identifies the following problems: How is the four-wheeled motor vehicle tax payment service at the East Jakarta Regional SAMSAT Office, DKI Jakarta Provincial Revenue Agency?, What factors are the obstacles in tax payment services?, and What efforts have been made to overcome the obstacles encountered? This problem was researched and studied using the method used in the research was a descriptive method, while the data collection technique was by using literature study and field study techniques, consisting of observations and questionnaires distributed to 192 respondents who had been determined based on random sampling. The theoretical basis used in the discussion is the supporting factors of service according to Moenir (2002: 88), namely: 1) Awareness factor, 2) Regulatory factors, 3) Organizational factors, 4) Income factors, 5) Ability and skills factors, and 6) Service facilities factors. The results of the discussion are that public payment services at the East Jakarta Regional SAMSAT Office of the DKI Jakarta Provincial Revenue Agency have not fully paid attention to the factors supporting good service. This was revealed based on the recapitulation of respondents' responses to the service in question through the questionnaire, only reaching a value of 71.94%. If this percentage value is compared with the assigned category value, it will be in the good category. Apart from that, there are several factors that hinder public services at the East Jakarta Regional SAMSAT Office, DKI Jakarta Provincial Revenue Agency, including: inadequate space/place for PKB payment services, lack of supporting facilities for PKB payment services, limited number of personnel, and so on. Then, efforts to overcome these obstacles include: arranging the service space, making maximum use of available equipment, optimizing service time, and so on.

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