Analisis Kualitas Pelayanan Terhadap Kepuasan Wajib Pajak Kendaraan Bermotor Di Kantor Bersama Samsat Surabaya Barat UPTD Dispenda Propinsi Jatim

PRIAMBUDI, GILANG RAMADHAN (2012) Analisis Kualitas Pelayanan Terhadap Kepuasan Wajib Pajak Kendaraan Bermotor Di Kantor Bersama Samsat Surabaya Barat UPTD Dispenda Propinsi Jatim. Undergraduate thesis, STIE PERBANAS SURABAYA.

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Abstract

In most institutions service provider customer satisfaction is a very decisive factor for the acceptance rate of income. Office as institutions that implement Samsat task the collection of State revenues should also should pay attention to the level of quality of the services provided to the taxpayer. Satisfaction of the taxpayer becomes a factor that determines the success or not voting and tax collection activities that determines success or not voting and tax collection activities. But in fact many taxpayers who encounter barriers in the process of tax service offices, in particular in Samsat thus factor quality of service worthy of attention by all the leaders made at the institution. This research aimed to determine the influence of the quality of service to the satisfaction of the taxpayer on the Surabaya Office of the West by Samsat sample research are 100 taxpayer service offices Surabaya user Samsat West. Analysis results with simple linear regression concluded that quality of service provides significant effects against taxpayer satisfaction with the level of relationships that are strong enough for 0.477. Results of the study also concluded that the ability of officers to conduct communicative Samsat effective absolute to do repairs and improvements right is reflected in the value of the desire and expectation gap taxpayer compared with very high service quality indicators. Keyword : Service Quality, Satisfaction

Item Type: Thesis (Undergraduate)
Subjects: 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 336 - PUBLIC FINANCE > 336.2 - TAXES & TAXATION
Divisions: Bachelor of Accountancy
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 17 Jul 2018 08:11
Last Modified: 17 Jul 2018 08:11
URI: http://eprints.perbanas.ac.id/id/eprint/3368

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