CD Skripsi

Analisis Tingkat Kepuasan Wajib Pajak Atas Kualitas Layanan Pada Kantor Samsat Pangkalan Kerinci Di Kabupaten Pelalawan

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This research was conducted at the office of SAMSAT Pangkalan Kerinci in Pelalawan regency. The purpose of this study was to determine satisfaction level of taxpayer on service quality, and to determine the strategy that was applied to the taxpayer’s satisfaction. To achieve the objectives of this study, 100 respondents was involved. These respondents were selected by the accidental sampling method. Descriptive interpretation was used to determine how much conformity between expectations with actual performance, by comparing the results with the measurements. In this study, Importance Performance Analysis (IPA) was applied to measure the service quality, while the quadrant analysis was applied to data analyzing. Then, results of calculation of the level of conformity were put into the Cartesius’ Diagram. The results showed that the customers’ assessment of the performance of SAMSAT Pangkalan Kerinci, those was based on Tangible (physical appearance), Reliability, Responsiveness, Assurance, and Empathy, was categorized as good, although this performance was not satisfaction yet and should be improved, because it is still below the level of consumer expectations. Based on Cartesius’ diagram of this research, some factors those be a top priority and should be implemented as soon as possible because the level of customer satisfaction is still very low as follow: improving the employee’s discipline in working, increasing the speed in complaints solving, and the employees should be more friendly and courteous when serve the customers. The results also show the factors that its implementation must be maintained, the factors those are important according to customers’ consideration but with a low priority, and the factors that done very well by SAMSAT Pangkalan Kerinci but seem excessive according to the customer. Keywords: Customer Satisfaction, Quality of Service, Importance Performance Analysis.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

02 02. 115 (0027)

Penerbit

Pekanbaru : Universitas Riau - Fakultas Ekonomi - Manajemen., 2015

Deskripsi Fisik

ix, 70 hl.;ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

02 02. 115

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

DAUS

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