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Pengaruh Kualitas Pelayanan Melalui Pendekatan Heart Model Terhadap Kepuasan Wajib Pajak Bumi Dan Bangunan Pada Kantor Badan Pendapatan Daerah Kabupaten Indragiri Hilir

This study aims to analyze the effect of service quality through the Hear,
Empathize, Apologize, respond and Thank approaches to taxpayer satisfaction. To
analyze the level of taxpayer's satisfaction with service quality through the Heart
Model Approach at the Regional Income Board of Indragiri Hilir Regency. The
population in this study is all taxpayers in Badan Pendapatan Daerah Kabupaten
Indragiri Hilir in 2018 in Tembilahan City in Indragiri Hilir Regency were
341,698 Taxpayers. The sample in this study were 270 people. The data used in
this study are primary and secondary data, while data collection techniques are
using questionnaires. Data analysis techniques used in this study are multiple
linear regression and Importance Performance Analysis (IPA). Quality of service
through the Hear, Empathy, Apologize respond and Thank approaches affects the
satisfaction of taxpayers. The level of taxpayers' satisfaction over the quality of
service through the Heart Model Approach in the Regional Income Board of
Indragiri Hilir Regency is in quadrant II. In the mapping results, 5 items that are in
this quadrant are a serious consideration for Bapenda to be more serious in
improving the quality of its services. These items are: Bapenda Employees always
show concern for taxpayers, Bapenda Employees always respect every taxpayer
without any differentiation, Bapenda Employees provide input on the concern of
taxpayers, Bapenda Employees always respect every taxpayer without any
difference and Bapenda Employees listen carefully to the problem faced by
taxpayers
Keywords: Service Quality Through the Heart Model Approach and Taxpayer
Satisfaction

Ketersediaan
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Perpustakaan Universitas Riau 10 03. 220 (0051)
10 03. 220 (0051)
Tersedia
Informasi Detail
Judul Seri
-
No. Panggil
10 03. 220 (0051)
Penerbit
Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen.,
Deskripsi Fisik
xii, 89 hlm,; ill.: 29 cm
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
10 03. 220 (0051)
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
MANAJEMEN
Info Detail Spesifik
-
Pernyataan Tanggungjawab
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Tidak tersedia versi lain

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