Pengaruh Kualitas Pelayanan terhadap Kepuasan Publik di Badan Pengelolaan Pajak dan Retribusi Daerah Kota Medan

Hendrawan, Ahmad Ibnu; Kusmanto, Heri; Warjio, Warjio

doi:10.31289/jap.v8i1.1579

Cited by 9 publications

(9 citation statements)

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“…Tujuan kualitas pelayanan adalah memberikan dampak terhadap pemenuhan kebutuhan masyarakat (pengguna layanan). Dengan kata lain, tingginya kualitas pelayanan tidak hanya dapat dicermati dari proses pelayanan yang berlandaskan pada prosedur dan peraturan, tetapi yang jauh lebih penting adalah bagaimana produk layanan yang dihasilkan dapat memberikan kepuasan terhadap masyarakat yang dilayani (Narita et al, 2016;Hendrawan et al, 2018;Ningrum et al, 2019;Khainuddin et al, 2019).…”

Section: Pendahuluanunclassified

Analisis Kualitas Pelayanan Bus Samsat Keliling Unit Pelayanan Pendapatan Daerah Medan Selatan Badan Pengelolaan Pajak Dan Retribusi Daerah Provinsi Sumatera Utara

Hubalillah

Badaruddin

Kusmanto

2022

j. gov. soc. politicol.

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The purpose of this article is to analyze the service and the inhibiting factors of the Samsat Bus service around the Regional Revenue Service Unit (UPPD) of South Medan BPPRDSU. This study uses a descriptive method with qualitative analysis techniques. With data collection techniques from interviews, documentation, and observation. Based on the results of interviews and observations using 4 indicators from Tjiptono (2002) regarding the service quality of the Mobile Samsat Bus at Simpang Pemda Medan Selayang District, it is good or quality. However, comfort is still not good or inadequate because the facilities are still limited. Barriers that are often found are people who complain about the facilities. This is because the existing facilities are still unsatisfactory. Then the undisciplined officers of the Mobile Samsat Bus at the Simpang Pemda Medan Selayang District. Namely, the Samsat Bus Officers at the Simpang Simpang Pemda Medan Selayang Subdistrict enter and leave the office on time. And the community wants the operation time of the Samsat Roving Bus at the Medan Selayang District Government to be extended.

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Section: Pendahuluanunclassified

Analisis Kualitas Pelayanan Bus Samsat Keliling Unit Pelayanan Pendapatan Daerah Medan Selatan Badan Pengelolaan Pajak Dan Retribusi Daerah Provinsi Sumatera Utara

Hubalillah

Badaruddin

Kusmanto

2022

j. gov. soc. politicol.

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“…Pegawai Aparatur Sipil Negara terdiri dari Pegawai Negeri Sipil dan pegawai pemerintah dengan perjanjian kerja yang diangkat oleh pejabat Pembina kepegawaian dan diserahi tugas dalam suatu jabatan pemerintahan atau diserahi tugas negara lainnya dan digaji berdasarkan peraturan perundang-undangan (Lora., & Mathon, 2021). Berbagai tugas tantangan yang dihadapi oleh aparatur sipil negara dalam mencapai tujuan tersebut semakin banyak dan penuh dengan tantangan, baik berasal dari luar maupun dalam negeri yang menuntut aparatur sipil negara untuk meningkatkan profesionalitasnya dalam menjalankan tugas dan fungsinya serta bersih dan bebasdari korupsi, kolusi, dan nepotisme (Hendrawan et al, 2018;Raja Guk-Guk et al, 2021).…”

Section: Pendahuluanunclassified

Implementasi Kebijakan Pelayanan Pajak Bumi dan Bangunan (PBB) Pada Badan Pengelola Pajak dan Retribusi Daerah Kota Medan

Hartono²,

Isnaini³

2022

JEHSS

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Policy implementation is a way for a policy to achieve its goals. Implementation is a general process of administrative action that can be investigated at a certain program level, this study aims to determine the implementation of the Land and Building Tax (PBB) service policy at the Medan City Regional Tax and Retribution Management Agency and to find out and analyze the factors that influence it. The form of this research belongs to descriptive research that uses qualitative data analysis, namely this research is investigated by observation or observation, interviews, and describes the state of the object of research based on the facts. There were 11 informants in this study. Data collection techniques were obtained from interviews, observations, and documentation. While the data analysis techniques are data collection, data reduction, data presentation, and drawing conclusions. Based on the results of the study, it can be concluded that the implementation of the Land and Building Tax (PBB) service policy at the Regional Tax and Retribution Management Agency of Medan City has not gone well. This can be seen from the lack of good communication, resources and bureaucratic structure. Factors that influence not going well are lack of knowledge, perception, physical condition, gender and community living environment, lack of human resources in charge of Land and Building Tax (PBB) services, lack of a special budget allocated for equipment Land and Building Tax (PBB) services, obstacles often occur so that the Service Operational Standards (SOP) are sometimes not met.

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“…Perlu diperhatikan bahwa keberhasilan dalam pemungutan pajak tidak hanya dipengaruhi oleh dedikasi aparat dan mekanisme pemerintahan saja. Partisipasi dan kesadaran masyarakat juga sangat penting untuk mendukung kelancaran implementasi kebijakan pemungutan pajak (Kadir, 2018;Hendrawan et al, 2018;Fahmi et al, 2019).…”

Section: Pendahuluanunclassified

Implementasi Pemungutan Pajak Bumi Dan Bangunan Perdesaan Dan Perkotaan Pada Kecamatan Medan Tembung Kota Medan

Hasibuan¹,

Badaruddin²,

Amin³

2021

j. gov. soc. politicol.

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This research raises the phenomenon of Land and Building Tax Collection in Rural and Urban Areas in Medan Tembung District. In this study, researchers used implementation theory by applying the George C Edward III model implementation. This theory uses 4 variables, namely communication, resources, disposition and bureaucratic structure. If one of these variables is not met, obstacles will be found that cause the PBB-P2 collection process in Medan Tembung District to be ineffective. This study uses a qualitative approach with data observation techniques, interviews, and documentation. Meanwhile, data analysis techniques use data reduction, data presentation, and data collection. The results showed that the implementation of PBB-P2 collection policy in Medan was not yet effective because it did not fulfill all the factors and variables determined by George C. Edward III. Policy implementers are only able to fulfill 1 factor, namely the variable of bureaucratic structure consisting of SOPs and fragmentation only so that it has an impact on the results of realization that have not increased and have actually decreased over the last 3 years. Another obstacle is the low level of public awareness and the unfulfilled variable implementation of the George C Edward III model, such as in the communication factor, there is transmission, clarity, disposition and resources which have not been properly resolved by policy implementers.

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Pengaruh Kualitas Pelayanan terhadap Kepuasan Publik di Badan Pengelolaan Pajak dan Retribusi Daerah Kota Medan

Cited by 9 publications

References 0 publications

Analisis Kualitas Pelayanan Bus Samsat Keliling Unit Pelayanan Pendapatan Daerah Medan Selatan Badan Pengelolaan Pajak Dan Retribusi Daerah Provinsi Sumatera Utara

Analisis Kualitas Pelayanan Bus Samsat Keliling Unit Pelayanan Pendapatan Daerah Medan Selatan Badan Pengelolaan Pajak Dan Retribusi Daerah Provinsi Sumatera Utara

Implementasi Kebijakan Pelayanan Pajak Bumi dan Bangunan (PBB) Pada Badan Pengelola Pajak dan Retribusi Daerah Kota Medan

Implementasi Pemungutan Pajak Bumi Dan Bangunan Perdesaan Dan Perkotaan Pada Kecamatan Medan Tembung Kota Medan

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