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"ABSTRAKPembaharuan sistem perpajakan nasional atau lebih dikenal dengan reformasi perpajakan, di mana ada implementasi sistem Self Assessment, yang memberikan keleluasaan bagi wajib pajak untuk membayar dan melaporkan kewajiban pajaknya sendiri. Tapi bagaimana jika wajib pajak tidak dapat memenuhi kewajiban perpajakan baik karena ketidakpatuhan dalam sistem perpajakan maupun faktor lainnya. Skripsi ini membahas tentang pelaksanaan pemungutan pajak oleh otoritas pajak di Kantor Pelayanan Pajak Pasar Minggu, serta kendala yang dihadapi, dan upaya apa yang dilakukan oleh otoritas pajak untuk mengatasi hambatan tersebut. Pendekatan yang digunakan dalam penelitian ini adalah penelitian kualitatif dengan desain deskriptif dan mengambil Kantor Pelayanan Pajak Pasar Minggu sebagai tempat penelitian. Hasil penelitian ini menemukan bahwa penagihan aktif memberikan peran yang sangat signifikan terhadap pembayaran tunggakan pajak atas surat ketentuan yang dikeluarkan pada bulan Januari - Juni 2017. Sehubungan dengan realisasi pembayaran tunggakan pajak secara keseluruhan dapat disimpulkan bahwa Prosedur penagihan aktif sebagai upaya untuk mengucurkan tunggakan pajak pada bulan Januari - Juni 2017 belum efektif karena hanya direalisasikan sebesar 6,84 . Hal ini disebabkan ditemukannya beberapa kendala seperti Bagian Seksi Penagihan Kantor Pelayanan Pajak Pasar Minggu yang belum memiliki Sumber Daya Manusia yang tidak mencukupi, terutama yang berkaitan dengan petugas pajak, pembayar pajak yang belum terdaftar, rendahnya kesadaran akan wajib pajak. Dan terakhir, fasilitas kerja yang tidak memadai.

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ABSTRACTRenewal of the national tax system or better known as tax reform, in which there is the implementation of Self Assessment system, which provides flexibility for taxpayers to pay and report their own tax obligations. But what if the taxpayer cannot meet the obligations of taxation both due to non compliance in the tax system and other factors. This thesis discusses the implementation of tax collection by tax authorities in Tax Office Pasar Minggu, as well as any constraints faced, and what efforts are made by the tax authorities to overcome these obstacles. The approach used in this research is qualitative research with descriptive design and take Tax Office Pasar Minggu as research site. The results of this study found that active billing provides a very significant role on the payment of tax arrears on letters provisions issued during the month of January ndash June 2017. In relation to the realization of payment of tax arrears as a whole can be concluded that the active collection procedure as an effort to disburse tax arrears in January ndash June 2017 has not been effective because only realized by 6.84 . This is due to the discovery of several obstacles such as Collection Section Tax Office Pasar Minggu not yet have insufficient Human Resources, especially related to the Tax Bailiffs, taxpayers who have not registered, low awareness of the taxpayer. And lastly, inadequate work facilities. "

"Penelitian ini meneliti tentang efektivitas restitusi pajak pengembalian pendahuluan kelebihan pajak sesuai dengan Peraturan Menteri Keuangan 39/PMK.03/2018. Kebijakan ini dikeluarkan seiring dengan perintah presiden Republik Indonesia untuk meningkatkan peringkat kemudahan berbisnis di Indonesia. Peningkatan kemudahan berbisnis memang terjadi di tahun 2018 namun pada tahun 2019 peringkat tersebut mengalami penurunan. Penelitian ini bertujuan untuk menganalisis efektivitas restitusi pajak pengembalian pendahuluan dan melihat faktor pendukung dan penghambat proses pengembalian pendahuluan. melihat Penelitian ini menggunakan pendekatan kualitatif, tujuan penelitian bersifat deskriptif dan teknik pengumpulan data melalui studi kepustakaan dan studi lapangan. Hasil penelitian ini menunjukan bahwa efektivitas restitusi pajak pengembalian pendahuluan kelebihan pajak secara keseluruhan belum efektif dilakukan. Tidak efektifnya proses pengembalian pendahuluan dikarenakan menurut ukuran efektifitas Duncan yaitu integrasi tidak berjalan dengan baik dikarenakan tidak adanya sosialisasi yang dilakukan. Selanjutnya faktor penghambat dan pendorong proses pengembalian pendahuluan adalah dengan adanya sistem dan aplikasi dapat menjadi pendorong sekaligus penghambat jalanya proses pengembalian pendahuluan. Selain itu faktor pendorong dari proses pengembalian pendahuluan terletak pada kemudahan syarat-syarat yang mendorong WP untuk memanfaatkan kebijakan ini.

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This thesis aims to examines the effectiveness of the preliminary tax return in accordance with Minister of Finance Regulation 39 / PMK.03 / 2018. This policy was issued in line with the president's order of the Republic of Indonesia to improve the ranking of ease of doing business. But the ranking ease of doing business in 2019 had decreased. This study aims to analyze the effectiveness of the preliminary tax return and see the supporting and inhibiting factors of the preliminary return process. This study uses a qualitative approach, research objectives are descriptive and data collection through library research and field studies. The results of this study indicate that the effectiveness of the preliminary tax return of the overall excess tax has not been effectively carried out. The ineffectiveness of the preliminary return process is due to Duncan's effectiveness measure. Integration is not going well because there is no socialization. Furthermore, the inhibiting and driving factors of the preliminary return process is that the presence of systems and applications can be both a driver and an obstacle to the preliminary return process and the ease of the conditions that encourage WP to take advantage of this policy."

"Establishment of modern tax office is part of efforts to increase tax revenues through increase in publics' trust to the tax administration system. Meanwhile tax audit is carried to identify whether the Taxpayer has performed their taxes obligation according to legislation. This research will test the effect of establishment of modern tax office. The test is to identify whether the effect of both independent variables are carried out jointly or partially. This research adopted survey method, carried out by disseminating questionnaires to three respondent groups namely: Taxpayer, tax consultant and tax officer. Sampling method used was non-probability sampling, namely incidental sampling technique. Data gained were analyzed by using double regression. Data analysis already carried out indicates that there is significant effect of variable of establishment of modem tax office and tax audit on tax revenues attainment program, both jointly and partially. Comparison of both independent variables of this research indicates that the establishment of modern tax office has greater effect than the tax audit.

Based on this research finding, it is recommended that in the subsequent research, test should be made other variables that may affect variables of tax revenues attainment program. Other variables presumably having effect are among others: macro economic situation, socialization by the Directorate General of Taxes, perception to benefit of paying taxes etc. Based on this research finding, it is also recommended that in application at field, it is necessary to pay greater attention to aspects of increase in tax audit effectiveness. This recommendation is based on the research revealing that tax audit's contribution is not yet as great as that provided by the establishment of modern tax office. There should be greater attention to tax audit aspect, to increase compliance of the Taxpayer in performing their taxes obligation. Increase in compliance of Taxpayers will provide more optimum implementation of tax revenues attainment program."

"Masih banyak Wajib Pajak yang tidak patuh dan tidak sadar akan kewajiban perpajakannya yang menimbulkan tunggakan pajak. Sehingga dibutuhkan adanya tindakan penagihan pajak aktif. Skripsi ini membahas mengenai implementasi penagihan aktif dengan Surat Teguran dan Surat Paksa serta kendala yang dihadapi dalam pelaksanaan penagihan pajak. Penelitian ini merupakan penelitian kuantitatif-deskriptif yang mengambil KPP Penanaman Modal Asing Satu sebagai site penelitian. Hasil penelitian menunjukkan bahwa tindakan penagihan aktif dengan Surat Teguran dan Surat Paksa di KPP Penanaman Modal Asing Satu dalam implementasinya belum sepenuhnya memenuhi dimensi tingkat implementabilitas dan belum dapat mencapai target pencairan tunggakan pajak. Hal tersebut dikarenakan terdapat kendala dari Wajib Pajak maupun pihak internal kantor pelayanan pajak sendiri.

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There are still many Taxpayers who do not comply and are not aware of their tax liability causing a the tax arrears. So it takes hard tax collection action. This paper discusses the implementation of hard tax collection with warning letter and distress warrant as well as any obstacles encountered in tax collection. This research conducted by using quantitative descriptive approach and took the One Foreign Capital Investment Tax Office as the site of research.

The results of this study found that hard collection with warning letter and distress warrant in One Foreign Capital Investment Tax Office has not meet the policy implementability dimension and can not reach the target disbursement of tax arrears. That is caused by several obstacles from Tax Payers and tax office itself."

"Tujuan dari karya akhir ini adalah untuk melihat pengaruh dari pengimplementasian kebijakan pembentukan Account Representative di Kantor Pelayanan Pajak Pratama. Pemerintah mengimplementasikan kebijakan tersebut dalam rangka melaksanakan Reformasi Administrasi Perpajakan yang bertujuan untuk memperbaiki pelayanan perpajakan yang ada terhadap Wajib Pajak. Penelitian dilakukan dengan penyebaran kuesioner terhadap tiga pihak yaitu Account Representative, Petugas Pajak dan Wajib Pajak yang berada di Kantor Pelayanan Pajak Pratama Jakarta Pasar Rebo. Hasil dari penelitian ini menyimpulkan bahwa dampak dari pengimplementasian kebijakan pembetukan Account Representative dapat memberikan dampak positif bagi pihak Account Representative yang bekerja, Petugas Pajak yang berhubungan dengan Account Representative dan pihak Wajib Pajak yang dilayani oleh Account Representative. Diharapkan karya akhir ini dapat dijadikan referensi bagi pemerintah untuk memperbaiki dan meningkatkan kualitas dalam pelayanan dalam perpajakan.

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The research's objectives is to see the effect from the Account Representative policy implementation establishment on Tax Office Pratama. The Government implemented the policy to manage Tax Administration Reform that aims to fix the tax service for Tax Payers. The research done with questionaire that's been distributed to three party specifically to Account Representative, Tax Officer and Tax Payers on Tax Office Pratama Jakarta Pasar Rebo.

The research result conclude that the effect of Account Representative Policy Implementation Establishment provide positive impact to Account Representative work there, Tax Officer that has been working with Account Representative and Tax Payers that has been serviced by Account Representative. Hope this research become a reference for Government to repair and improve the quality of service in taxation."

"Penelitian ini bertujuan untuk mengetahui implementasi kegiatan penagihan dan bagaimana perkembangan dan pencairan tunggakan pajak di KPP Wajib Pajak Besar Satu. Selain itu penelitian ini juga bertujuan untuk mengetahui umur dan kualitas dari piutang pajak di KPP Wajib Pajak Besar Satu. Bagian terakhir dari pembahasan adalah mengenai kendala-kendala dan upaya-upaya untuk mengatasi masalah yang timbul dari kegiatan penagihan pajak di KPP Wajib Pajak Besar Satu.Metode penelitian yang digunakan adalah metode kualitatif. Jenis dan sumber data yang digunakan adalah data primer yaitu melaui wawancara dengan petugas pajak serta data sekunder yang didapatkan penulis baik dari KPP Wajib Pajak Besar Satu yaitu berupa dokumen-dokumen serta melalui media cetak ataupun online dalam bentuk data, teks dan data statistik.Berdasarkan hasil penelitian didapatkan beberapa kesimpulan bahwa kegiatan penagihan pajak sudah dilakukan dengan baik namun belum optimal, hal ini dapat dilihat dari saldo piutang pajak yang masih tinggi serta kualitas piutang pajak dalam kategori macet masih cukup tinggi. Kendala dari internal Direktorat Jenderal Pajak terutama di bidang Informasi Teknologi dimana data piutang pajak belum terintegrasi antara KPP, Kantor Wilayah dan Kantor Pusat Direktorat Jenderal Pajak sehingga masih diperlukan proses rekonsiliasi secara berkala.

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The objective of the study is to discover the implementation of tax collection activities and the progress of tax arrears disbursements in LTO One. The study also aims to determine the age and quality of tax receivables in LTO One. The last part discusses the constraints and efforts to address the issues arising from tax collection activities in LTO One.

The research method used is qualitative method. Types and sources of data used are primary data obtained from interviews with tax officials as well as secondary data that the author obtained from both LTO One documents along with data, text, and statistical data taken from online or printed media.

Based on the research results, it can be concluded that the tax collection activities are done well but not optimal, observed from the increasing balance of tax receivable and the relatively high amount of the tax receivable with bad quality. Internal constraints of the Directorate General of Taxation (DGT), especially in the area of Information Technology where the tax receivables data have not been integrated between Tax Offices, Regional Tax Offices, and the DGT Head Office, requiring a periodical reconciliation process."

"Era reformasi menuntut pemerintahan yang transparan, kredibel dan akuntabel sebagai perwujudan dari hal tersebut pemerintah diharapkan mampu memberikan pelayanan yang terbaik kepada masyarakat. Sebagai salah satu instansi pemerintah dibawah Departemen Keuangan, Direktorat Jenderal Pajak (DJP) menyadari pentingnya peningkatan kualitas layanan. Hal ini tercermin dalam visi Direktorat Jenderal Pajak yaitu: "Menjadi model pelayanan masyarakat yang menyelenggarakan sistem dan manajemen perpajakan kelas dunia yang dipercaya dan dibanggakan masyarakat." Kantor Pelayanan Pajak Penanaman Modal Asing Satu (KPP PMA Satu) sebagai salah instansi vertikal di bawah Direktorat Jenderal Pajak berusaha dan turut andil dalam mewujudkan visi dan misi DJ P. Untuk mencapai visi dan misi yang telah ditetapkan oleh Direktorat Jenderal Pajak, sudah selayaknya DJP memantau secara konsisten tingkat kepuasan Wajib Pajak atas layanan yang diberikan.Tujuan penelitian ini adalah mengetahui kualitas layanan KPP PMA Satu menurut persepsi Wajib Pajak, mengetahui tingkat kepuasan Wajib Pajak terhadap kualitas layanan KPP PMA Satu dan mengidentifikasi dan menganalisis faktor-faktor (dimensi-dimensi) yang mempengaruhi kualitas layanan KPP PMA Satu.Penilaian kualitas layanan KPP PMA Satu dengan mengembangkan dan menggunakan konsep dan terori Service Quality (Servqual) yang dikembangkan oleh Parasuraman dkk., yaitu: Tangible, Reliability, Responsiveness, Assurances dan Empathy. Layanan pajak merupakan salah satu layanan publik yang tidak berorientasi pada laba dan asumsi yang dipakai pada penelitian ini, KPP PMA Satu merupakan layanan publik tanpa ada pesaing.Dalam penelitian ini dilakukan terhadap 80 responden (Wajib Pajak) dengan menggunakan dengan menggunakan teknik sampel acak sederhana (simple random sampling) dan metode pengumpulan data yaitu observasi, kuesioner, wawancara dan studi kepustakaan.Kuesioner ditujukan untuk mengukur tingkat kepuasan Wajib Pajak, yaitu dengan membandingkan harapan dan persepsi Wajib Pajak. Sebelum dilakukan perhitungan servqual dilakukan uji validitas data dan uji reliabilitas data. Analisis data dan perhitungan servqual dengan menggunakan analisis statistik deskriptif.Hasil penelitian menunjukan tidak ada satupun dimensi layanan yang memperoleh mean skor tingkat kepuasan lebih dari atau sama dengan 4 ( O ). Hal ini menandakan bahwa layanan KPP PMA Satu belum memenuhi harapan dari Wajib Pajaknya. Oleh karena itu, KPP PMA Satu masih harus berusaha terus-menerus untuk meningkatkan kualitas layanan pada setiap dimensi layanan. Faktor-faktor (dimensi) yang paling panting atau berpengaruh terhadap kualitas Iayanan KPP PMA Satu adalah (a) Wajib Pajak mendapatkan kepastian hukum dalam melaksanakan kewajiban perpajakan (dimensi Reliability) (b) Pegawai cepat tanggap dalam menangani keluhan Wajib Pajak (dimensi Responsiveness) dan (c) Pegawai menjaga kerahasiaan informasi dan data Wajib Pajak (dimensi Assurances). Nilai standar deviasi yang besar pada statistik deskriptif kinerja menandakan belum standarnya layanan yang diberikan oleh KPP PMA Satu kepada Wajib Pajaknya.Agar kualitas layanan KPP PMA Satu dapat ditingkatkan, maka disarankan KPP PMA Satu lebih memfokuskan dan memperhatikan Iayanan pada dimensi Reliability yang berkaitan dengan kepastian hukum karena hal tersebut merupakan unsur utama yang diinginkan oleh Wajib Pajak yang membawa image yang baik bagi KPP PMA Satu. Secara keseluruhan kualitas layanan KPP PMA Satu masih jauh dari harapan para Wajib Pajak, terutama untuk dimensi Reliabilty dan Responsiveness, Perlu komitmen para pegawai KPP PMA Satu untuk memberikan pelayanan prima dan mewujudkan visi dan misi Direktorat Jenderal Pajak dan perbaikan budaya organisasi KPP PMA Satu agar lebih kondusif dalam memberikan layanan kepada Wajib Pajak antara lain memperpendek jarak kekuasaan, tleksibel dan luwes dalam memberikan layanan. Untuk meningkatkan motivasi kerja para pegawai, perlu Direktorat Jenderal Pajak mengeluarkan kebijakan mengenai penghargaan (reward) dan hukuman (punishment) kepada para pegawai.KPP PMA Satu diharapkan meningkatkan layanan kepada Wajib Pajak dengan cara konsisten menerapkan aturan perpajakan yang berlaku terhadap semua Wajib Pajak, mengirimkan para pegawai untuk dididik dan dilatih baik dalam intern Direktorat Jenderal Pajak maupun di Iuar Direktorat Jenderal Pajak agar dapat menguasai aturan perpajakan, bahasa asing, teknik-teknik komunikasi yang baik dan efektif dan paham kegiatan industri Wajib Pajak, mengefektifkan sistem layanan on-line untuk mempercepat proses layanan dan mempermudah dan menyederhanakan sistem dan prosedur layanan agar mudah dimengerti oleh Wajib Pajak. KPP PMA Satu diharapkan mengoptimalkan pelaksanaan standar pelayanan yang telah diterapkan oleh Direktorat Jenderal Pajak sehingga layanan yang dirasakan oleh Wajib Pajak sama (fair).

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Era of Reformation urges transparent, credible and accountable government, so as the form of that government is wished to be able to provide an excellent service to society. As one of government institution under Department of Finance, Directorate General of Taxes realizes the importance of service quality. This thing is explained in vision of Directorate General of Taxes that 'to be a public model that performs a world class tax system and management, trustworthy, and becoming a pride to the public'. Tax Service Office for Foreign Investment One as one of the office under Directorate General of Taxes tries to realize vision and mission of Directorate General of Taxes. To reach that vision and mission, Directorate General of Taxes monitors Taxpayer's satisfaction level.

The purpose of this research is to know the service quality of Tax Service Office for Foreign Investment One according to taxpayer's opinion, to know Taxpayer's satisfaction level upon service quality of Tax Service Office for Foreign Investment One and to identify as well as to analyze the factors which influence the service quality of Tax Service Office for Foreign Investment One.

The value determination of the service quality of Tax Service Office for Foreign Investment One with developing and using concept and theory of Service Quality (Servqual) which is created by Parasuraman and others i.e.: Tangible, Reliability, Responsiveness, Assurances, and Emphaty. Tax service is one of public service that not orients to profit and assumes which is used in this research, Tax Service Office for Foreign Investment One's service is public service without competitors.

This research is conducted to 80 (eigthy) respondences (Taxpayers) with use simple random sampling and data collecting method that observation, questioners, interview, and library study The questioners purpose is to measure Taxpayer's satisfaction level, with comparing taxpayers hope and opinion. Before servqual calculating, data validity test and data reliability test had done first. Analyze of data and servqual calculating use descriptive statistic analyze.

The research result indicates that there is no one service dimension, which obtain mean score of service quality exceed or same 0 (>=Q). This research marks that Tax Service Office for Foreign Investment One's quality does not fulfill the wish of taxpayers. So Tax Service Office for Foreign Investment One still to improve service quality in every dimensions of service. The important factors upon Tax Service Office for Foreign Investment One's service quality are (a) Taxpayers get law certainty to fulfill the tax obligations (Reliability dimension) (b) The official can solve complaints from taxpayers immediately (Responsiveness dimension) and (c) The official can save information secret and taxpayer's data (Assurances dimension). The great deviation of standard values in descriptive statistic of performance marks the Tax Service Office for Foreign Investment One's service does not fulfill standard yet.

In order the service quality of Tax Service Office for Foreign Investment One can be increased, so we suggest Tax Service Office for Foreign Investment One to make a focus and cares a service in reliability dimension which connects to law certainty because that thing is the main point which is wished by taxpayer. Generally the quality of Tax Service Office for Foreign Investment One does not fulfill the wish of taxpayer, especially in Reliability and Responsiveness dimension. The officials of Tax Service Office for Foreign Investment One should have a commitment to provide an excellent service and to realize vision and mission of Directorate General of Taxes in order to be more conducive to provide an excellent service to taxpayers with reducing power range, flexible and smooth in providing service. To improve working motivation of officials, Directorate General of Taxes creates a policy about a reward or punishment.

Tax Service Office for Foreign Investment One is wished to increase the service to taxpayer consistently with implementing taxation rules to all taxpayers, send the officials to be trained both in internal of Directorate General of Taxes and external of Directorate General of Taxes in order to know taxation rules, foreign languages, communication technics, on line system of service. Tax Service Office for Foreign Investment One is wished to make optimal service procedures, which implemented by Directorate General of Taxes in order taxpayer, can feel the service taxpayer."