Kualitas Pelayanan Pajak Atas Kendaraan Bermotor pada Sistem Administrasi Manunggal Satu Atap Wilayah V Banggai
Abstract
The purpose of this study was to determine the quality of PKB and BBN-KB services. This type of research is descriptive with a qualitative approach obtained from the results of in-depth interviews. Data collection techniques through interviews, observation, and documentation. Data analysis includes data compaction, data presentation, and drawing conclusions. The results of the study show that the first dimension is tangibles or tangibles, indicating conditions that are not optimal in terms of the inconvenience of the service area. Both dimensions of reliability or reliability indicate optimal conditions seen from the ability of officers to use assistive devices, namely computers. The three dimensions of responsiveness or responsiveness show conditions that are not optimal, seen from officers who are unable to handle fee complaints, do not provide certainty about completion times in services, and speed in services that is still not fast enough. can explain the details of the cost calculation. The five dimensions of empathy or empathy show conditions that are not optimal, as can be seen from the presence of officers who serve with an unfriendly and discriminatory attitude towards each taxpayer.
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