INDEKS KEPUASAN MASYARAKAT (IKM) PELAYANAN PAJAK KENDARAAN BERMOTOR DI KANTOR SAMSAT SEMARANG I

Abstract

The purposes of this study are (i) developing Society Satisfaction Index of each taxes service unit for Motorcycle at SAMSAT Semarang I (ii) developing Society Satisfaction Index of taxes service for Motorcycle at Samsat Semarang I (iii) Exercising analysis on remedy of each service unit that has low society satisfaction index. This is work frame using a quantitatiVe approach, with a sampling technique of Accidental Sampling. Analysis on Society Satisfaction Index of each service unit consists of (1) procedural facility 0.18,7 (2) Service conditions 0.18,9 (3) Officer Clarity 021,1 (4) Officer discipline 019,9 (5) Responsibility 020,2 (8) Fairness 018,0 (9) Politeness and Hospitality 018,8 (10) Cost Appropriateness 015,0 (11) Cost/Expenditure Certainty 016,5 (12) Schedule Timeliness 018,3 (13) Environmental Convenience 018,3 and (14) Service Safety 019,0. Society Satisfaction Index of Motorcycle taxes service at SAMSAT Semarang I of Central Java Province is 64,74. In other words, service performance of the office is satisfactory, despite three service units that should be taken account for, cost appropriateness, cost certainty and service schedule timeliness. Penelitian ini bertujuan untuk (i) Mcnyusun Indeks Kepuasan Masyarakat ( IKM) setiap unsur layanan pajak Kendaraan Bermotor pada Kantor SAMSAT Semarang I Propinsi Jawa Tengah (ii) Mcnyusun Indeks Kepuasan Masyarakat IKM) Iayaan Pajak Kendaraan 13crmotor pada Kantor SAMSAT Semarang I Propinsi Jawa Tengah. (iii) Melakukan analisis perbaikan pada musing-musing unsur pclayanan yang mcmpunyai indeks kcpuasan tnasyarakat rendah. Itancangan penclitian dengan menggunakan pendekatan kuantitatif, dcngan teknik pengambilan sampel dilakukan dengan cara Accidental Sampling. Analisis Indeks Kcpuasan Masyarakat setiap unsur pclayanan yaitu (1) Kemudahan prosedur 0.18,7 (2) Persyaratan pclayanan 0.18,9 (3) Kejelasan petugas 021,1 (4) Kedisiplinan petugas 019,9 (5) Tanggungjawab 020,0 (6) Kemampuan petugas 019,2 (7) Kecepatan pelayanan 020,2 (8) Keadilan 018,8 (9) Kesopanan dan Keramahan petugas 018,8 (10) Kewajaran biaya 015,0 (11) Kepastian biaya 016,5 (12) Kepastian jadwal 018,3 (13) Kenyamaan lingkungan 018,3 dan (14) unsur Keamanan pelayanan 019.0.