STRATEGI PENERAPAN KUALITAS PELAYANAN JASA SEBAGAI UPAYA PENINGKATAN KEPUASAN LAYANAN PADA KANTOR DINAS PENDAPATAN DAERAH PALEMBANG
Abstract: The purpose of this
study is to determine and analyze whether there is a simultaneous influence
of variables of
service quality (responsiveness, reliability, tangible, assurance
and emphaty) to the satisfaction
of compulsory motor
vehicle taxes on the
Provincial Revenue Office
of Palembang in
South Sumatra and to
know and
analyze in partial
variables of service
quality (responsiveness, reliability, tangible,
assurance and emphaty)
to the satisfaction
of compulsory motor vehicle
taxes on the
Provincial Revenue Office
of Palembang in South
Sumatra. This type
of research is
a causal explanative
(Explanatory research) is the research that aims to explain the
influence of several variables or relations as for the
object of this
study are all
taxpayers in the
office Samsat Palembang
and the sample set of 100 samples. By using a accidental sampling. The
model analysis was used to prove the hypothesis with multiple regression
analysis, with test F and test t. The
results with adjusted
R square of
0982, that the
Tangible (X1), Reliability (X2)
Responsiveness (X3), Assurance (X4) and Emphaty (X5) is able to explain and
have a strong relationship for 98.2% of the taxpayer to the satisfaction (Y ),
while the rest
is explained by
other variables not included in
this study. The seventh hypothesis proposed significantly
influence the dependent variable. Where Tangible (X1), Reliability (X2)
Responsiveness (X3), Assurance (X4) and Emphaty (X5) simultaneously significant
effect on the satisfaction of the taxpayer (Y) either partially or
simultaneously.
Keywords: Service Quality,
Satisfaction
Penulis: Ike Kusdyah
Rachmawati
Kode Jurnal: jpmanajemendd120284
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