SURVEI KEPUASAN MASYARAKAT DALAM PELAYANAN BADAN PENGELOLAAN PAJAK DAN RESTRIBUSI DAERAH KOTA TANJUNGPINANG(Studi Kasus Pajak Bumi dan Bangunan di Kota Tanjungpinang)

Abstract

Broadly speaking, the purpose of this study is to determine public satisfaction with services in the Regional Tax and Retribution Management Agency in Tanjungpinang City. The method used in this research is quantitative method. The population in this study are all people who are customers if the Regional Tax and Retribution Management Agency in Tanjungpinang City. The sample of this study used the Slovin formula, so that 100 respondents were obtained as a research sample. Research respondents must fill in their personal data and fill in 19 questionnaire questions regarding indicators of the level of satisfaction of the community as customers of the Tanjungpinang Regional Tax and Retribution Management Office office services as stipulated in the Minister of PAN Decree Number: 14 / KEP / M.PAN / 2017 concerning Guidelines General Public Service Organization. The results of this study indicate that the quality of SMI services to the service indicator requirements in the Regional Tax and Retribution Management Agency of Tanjungpinang City is 63.25, the service indicator system, mechanism, and procedure is 68.75, the service time indicator service is 64, 13, tariff / cost indicator service is 68.88, service indicator product specification service is 63.75, implementing competency indicator service is 71.38, implementing service behavior indicator is 73.75, complaint handling service indicator, advice and input is 69.67, and service facilities and infrastructure indicators are 66.25.

The conclusion from the survey results of public satisfaction with the services of the Office of the Regional Tax and Retribution Management Agency of Tanjungpinang City is in the index figure of 67.08 which is in the interval 65.00 - 76.60, so the quality of public services is at the "C" level.