Kualitas Pelayanan Pajak Kendaraan Bermotor Pada Bagian Pajak Lima Tahun (Studi pada Kantor Sistem Administrasi Manunggal Satu Atap (Samsat) Palembang I

Abstract

This study aims to describe and analyze the quality of motorized vehicle tax services in the five-year tax department. In addition, to analyze the supporting and inhibiting factors. The quantitative descriptive research method uses the ServQual parameter by comparing the expectations of service users with the services provided by Samsat service officers. The research results explain that the services provided can be said to be good. ServQual calculation results, where the quality of service is 0 (positive). Thus indicating that the overall quality of service can be said to be good. While the supporting factors include; the existence of a five-year counter building that is quite spacious; availability of lactation room and children's games; indoor service announcements through posters/banners; leaflets/pamphlets/social media or website. Payment systems are also provided for non-cash payments, namely through EDC machines (for debit/credit cards), E-money and transfers. In addition, there are clear SOPs so that every employee always refers to these SOPs in providing services. While the inhibiting factors are the lack of consistency of officers in providing services, then coordination between related agencies which is sometimes still not good and facilities for physical checks specifically for car vehicles that do not yet exist, these inhibiting factors should be followed up so that taxpayers can feel well served