Alifia, Pratami Citra (2019) Pelaksanaan Pelayanan Publik Kepada Wajib Pajak Melalui Gerai SAMSAT (Studi Pada Gerai SAMSAT Mall Artha Gading Kota Administrasi Jakarta Utara). Sarjana thesis, Universitas Brawijaya.
Abstract
Pelaksanaan pelayanan publik kepada wajib pajak melalui Gerai SAMSAT merupakan salah satu bentuk pelayanan yang digagas oleh Kepolisian, Badan Pajak dan Retribusi Daerah, PT. Jasa Raharja dalam rangka untuk meningkatkan pelayanan kepada masyarakat dibidang pelayanan administrasi kendaraan bermotor, khususnya pada layanan pengesahan tahunan Surat Tanda Nomor Kendaraan (STNK). Penelitian ini bertujuan untuk mengetahui, mendeskripsikan dan menganalis pelaksanaan pelayanan publik kepada wajib pajak melalui Gerai SAMSAT Mall Artha Gading Kota Administrasi Jakarta Utara. Selain itu, penelitian ini juga bertujuan untuk mengetahui, mendeskripsikan dan menganalisis faktor pendukung dan penghambat pelaksanaan pelayanan publik kepada wajib pajak melalui Gerai SAMSAT Mall Artha Gading Kota Administrasi Jakarta Utara. Penelitian ini adalah penelitian deskriptif dengan pendekatan kualitatif dan dibatasi oleh dua fokus penelitian, yaitu: (1) Pelaksanaan pelayanan publik kepada wajib pajak melalui Gerai SAMSAT berdasarkan Keputusan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia Nomor 15 tahum 2014 tentang pedoman standar pelayanan publik. (2) Faktor-faktor pendukung dan penghambat pada pelaksanaan pelayanan publik kepada wajib pajak melalui Gerai SAMSAT. Data yang diperoleh melalui wawancara, observasi, dokumentasi di lapangan. Sedangkan analisis data yang digunakan adalah model analisis data interaktif dengan melalui pengumpulan data, kondensasi data, penyajian data, penarikan kesimpulan/verifikasi. Hasil penelitian menunjukkan bahwa: (1) Sesuai dengan hasil analisis berdasarkan fokus dari pelaksanaan pelayanan publik kepada wajib pajak melalui Gerai SAMSAT Mall Artha Gading Kota Administrasi Jakarta Utara secara umum sudah berjalan sesuai dengan ketentuan namun masih terdapat penghambat. (2) Terdapat faktor pendukung dan penghambat dalam pelaksanaan pelayanan publik kepada wajib pajak melalui Gerai SAMSAT Mall Artha Gading Kota Administrasi Jakarta Utara antara lain kordinasi antar pegawai, lokasi, terbatasnya jumlah pegawai, dan jadwal pelayanan. Saran yang dapat peneliti berikan antara lain menambah jumlah pegawai untuk memberikan pelayanan maksimal dan menambah jam operasinal.
English Abstract
The implementation of public services to taxpayers through the SAMSAT Outlet is one form of service initiated by the Police, the Regional Tax and Retribution Agency, PT. Jasa Raharja in the context of improving services to the public in the field of vehicle administration services, specifically in the annual endorsement service of Vehicle Number Certificate (STNK). This study aims to determine, describe and analyze the implementation of public services to taxpayers through the SAMSAT Outlet in Artha Gading Mall City Administration North Jakarta. In addition, this study also aims to find out, describe and analyze the supporting and inhibiting factors of the implementation of public services to taxpayers through the SAMSAT Outlet in Artha Gading Mall City Administration North Jakarta. This research is a descriptive study with a qualitative approach and is limited by two research focuses, namely: (1) Implementation of public services to taxpayers through SAMSAT outlets based on the Decree of the Minister of Administrative Reform and Bureaucratic Reform of the Republic of Indonesia Number 15 year 2014 concerning guidelines for public service standards. (2) Supporting and inhibiting factors in the implementation of public services to taxpayers through the SAMSAT Outlet. Data obtained through interviews, observations, documentation in the field. While the data analysis used is an interactive data analysis model through data collection, data condensation, data presentation, drawing conclusions / verification. The results show that: (1) In accordance with the results of the analysis based on the focus of the implementation of public services to taxpayers through the SAMSAT Artha Gading Mall City Administration North Jakarta in general has been running optimally. (2) There are supporting and inhibiting factors in the implementation of public services to taxpayers through the SAMSAT Outlet at Artha Gading Mall North Jakarta Administration City including coordination among employees, location, human resources, and service schedules. Suggestions that researchers can provide include adding personnel to provide maximum service, and increasing operating hours.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FIA/2019/891/052001056 |
| Uncontrolled Keywords: | Pelaksanaan, Pelayanan, Wajib Pajak, Gerai SAMSAT Implementation, Service, Taxpayer, SAMSAT Outlet |
| Subjects: | 300 Social sciences > 352 General considerations of public administration > 352.3 Executive management > 352.38 Information management |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Publik / Negara |
| Depositing User: | soegeng sugeng |
| Date Deposited: | 05 Aug 2020 08:02 |
| Last Modified: | 21 Oct 2021 00:43 |
| URI: | http://repository.ub.ac.id/id/eprint/178634 |
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