CD Tesis

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Wajib Pajak Orang Pribadi Umkm Dan Citra Kantor Pelayanan Pajak Pratama Pekanbaru Senapelan

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Taxes are one of the most important sources of state revenue, apart from the
oil and gas sector. This is what underlies that taxes must be able to sustain state
revenue, so taxes must be collected effectively and efficiently. One way that can be
done by the government is to provide easy access to tax reporting and ease of
service. This of course must be supported by taxpayer compliance in tax
reporting. Therefore this study aims to analyze the Effect of Service Quality on
Organizational Satisfaction and Image on the KPP Pratama Pekanbaru
Senapelan.
This research was conducted at UMKM Taxpayer KPP Pratama Pekanbaru
Senapelan, the number of samples used was 175 people, data collection
techniques using a questionnaire. Meanwhile, to analyze the data, the SPSS 17.00
for windows and SmartPls program is used
The results showed that: 1) Tangible, reliability. Responsibility, Assurance
and Empathy has a positive and significant effect on Taxpayers’ satisfaction 2)
Tangible, reliability. Responsibility, Assurance and Empathy has a positive and
significant effect on organizational image, 3) Tangible, reliability. Responsibility,
Assurance and Empathy has a positive and significant effect on organizational
image through taxpayer satisfaction, 4) taxpayers satisfaction has a positive and
significant effect on organizational image.
Based on the results of the study, KPP Pratama Pekanbaru Senapelan must
improve service quality variables, so as to improve the Organization's Image and
taxpayers on the KPP Pratama Pekanbaru Senapelan.
Key words : Tangible, Reliability, Responsibility, Assurance and Empathy,
Service Quality, Satisfaction and Organizational Image

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 220 (0032)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Manajemen., 2020

Deskripsi Fisik

xiii, 171 hlm,; ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 220 (0032)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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