Hasil Pencarian  ::  Simpan CSV :: Kembali

Hasil Pencarian

Ditemukan 156 dokumen yang sesuai dengan query
cover
Nugroho Agung Susanto
"Untuk meningkatkan pelayanan kepada Wajib Pajak, Direktorat Jenderal Pajak pada tahun 2005 meluncurkan sistem pelaporan Surat Pemberitahuan (SPT) pajak secara online dan real time berbasiskan Internet yang disebut e-filing. Dalam perjalanannya hingga saat ini e-filing kurang populer dilihat dari jumlah Wajib Pajak yang menggunakannya. Penelitian ini bertujuan menganalisis apakah sistem e-fiing dapat diterima oleh Wajib Pajak dan bagaimana perilaku penerimaannya berdasarkan faktor-faktor yang mempengaruhi. Penelitian ini menggunakan analisis jalur Structural Equation Modelling berbasis Variance (Partial Least Square) dengan alat bantu perangkat lunak SmartPLS versi 2.0.
Hasil pengujian menunjukkan faktor-faktor yang mempengaruhi perilaku penerimaan Wajib Pajak terhadap e-filing adalah persepsi kegunaan, persepsi kemudahaan penggunaan, sikap terhadap penggunaan, kesukarelaan menggunakan dan norma subyektif. Faktor-faktor lain seperti persepsi kemampuan mengontrol, persepsi resiko, pengalaman menggunakan dan jenis kelamin tidak berpengaruh terhadap niat perilaku untuk menggunakan e-filing. Mayoritas responden menyatakan bahwa e-filing dapat diterima sebagai sistem pelaporan pajak secara online dan real time.

Online and real time internet base tax returns, it is called e-filing, have been launched since 2005 by Indonesia Directorate General of Taxes in order to improve quality of services to taxpayers. On it`s journey until present, e-filing is unpopular seen from the amount of it`s users. This research has main aims that are to analyze whether e-filing can be accepted by Indonesian taxpayers and to know how behavior Intentions to use e-filing and what factors can influence its. Structural Equation Modelling variance base (partial least square) with SmartPLS software version 2.0 has been used in this research.
The result shows that perceived usefulness, perceived easy of use, attitude toward using, voluntariness of using and subjective norm are factors can influence taxpayers behavior intentions in using e-filing. Other factors such as perceived behavioral control, perceived risk, experience of using e-filing and gender do not influence to behavioral intentions in using e-filing. Most of respondents are able to use and easily accept e-filing as online and real time system of tax return.
"
Depok: Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2011
T31367
UI - Tesis Open  Universitas Indonesia Library
cover
Roma Udur Evelyne Nurliana
"Salah satu kebijakan modernisasi Ditjen Pajak tahun 2002 adalah memberikan pelayanan prima dan pengawasan terhadap Wajib Pajak melalui Account Representative (AR). Skripsi ini membahas evaluasi fungsi AR sebagai upaya meningkatkan kepatuhan Wajib Pajak, serta mengidentifikasi upaya-upaya KPP Pratama Jakarta Kemayoran dalam meningkatkan peran AR. Evaluasi ini ditinjau dengan enam indikator evaluasi implementasi Dunn, kepatuhan, pelayanan, dan reformasi administrasi perpajakan. Penelitian ini merupakan penelitian kuantitatif deskriptif dan teknik pengumpulan data dengan cara studi kepustakaan dan studi lapangan yaitu wawancara mendalam. Hasilnya adalah pada evaluasinya fungsi AR belum memenuhi seluruh indikator Dunn, kecuali kecukupan dan ketepatan, serta pihak KPP Kemayoran telah melakukan berbagai upaya untuk meningkatkan peran AR.

One of DGT's modernization policies in 2002 is giving service and control taxpayers by Account Representative (AR). This research discusses about the evaluation of AR's functions as the efforts in increasing taxpayer compliance and the identification of all the efforts which have been done to increase the AR's roles. This evaluation is reviewed by six Dunn's evaluation implementation indicators, compliance, service, and tax administration reform. This is a descriptive quantitative research with literature study and field research with indepth interview as data collection technique. The results are AR functions have not fulfilled the Dunn evaluation indicators, except adequacy and appropriateness, then Kemayoran STO has done some efforts to increase the AR roles.
"
Depok: Fakultas Ilmu Administrasi Universitas Indonesia, 2014
S57407
UI - Skripsi Membership  Universitas Indonesia Library
cover
Emi Nurwaheni
"Penelitian ini bertujuan untuk mengetahui pengaruh dan besaran pengaruh sikap, norma subjektif dan kendali perilaku terhadap intensi Wajib Pajak Orang Pribadi Muslim untuk menggunakan zakat sebagai pengurang Penghasilan Neto. Penelitian dilakukan terhadap 220 responden di wilayah Kota Bekasi yang terdaftar sebagai Wajib Pajak di KPP Pratama Bekasi Utara dan Bekasi Selatan dengan teknik pengambilan sampel purposive sampling. Analisis data dilakukan dengan Structural Equation Model dan Teori yang digunakan adalah Theory Of Planned Behavior. Hasil penelitian menunjukkan bahwa sikap dan norma subjektif mempunyai pengaruh yang positif dan signifikan terhadap intensi Wajib Pajak Orang Pribadi muslim untuk menggunakan zakat sebagai pengurang penghasilan neto. Kendali perilaku tidak berpengaruh secara signifikan, karena masih ada kesulitan dalam pelaporan dan memperoleh informasi tentang zakat sebagai pengurang penghasilan neto serta Wajib Pajak masih merasa kurang mampu untuk memberlakukan perilaku tersebut.

The Objective of this research is to determine the influence and how large the influence of attitudes, subjective norms and behavioral control on the intention of individual moslem taxpayer to use zakah as net income deduction. This research has 220 respondents (purposive sampling) in the city of Bekasi. The Respondents are taxpayer in Small Tax Office (STO) North Bekasi and South Bekasi. Data analysis was performed by Structural Equation Modeling base on Theory of Planned Behavior. The results of the research shows that there is a positive and significant influences of attitude toward of behavior and Subjective norm towards Moslem individual taxpayer intention to use zakah as a net income deduction. Perceived Behavioral Control does not have influencesignificantly,because there are still difficulties in reporting and obtaining information about the zakah as a net income deduction and the Taxpayers still feel less able to enforce this behavior."
Jakarta: Program Pasca Sarjana Universitas Indonesia, 2014
T-Pdf
UI - Tesis Membership  Universitas Indonesia Library
cover
Adhy Pramudya
"Data Envelopment Analysis (DEA) digunakan untuk mengukur tingkat produktivitas KPP Pratama di Indonesia. 288 KPP Pratama digunakan sebagai sampel periode 2009-2012. KPP dibagi menjadi dua group KPP yang homogen berdasar analisis cluster. Input yang digunakan yaitu jumlah pegawai, biaya operasional dan jumlah wajib pajak. Penerimaan pajak dan laporan SPT digunakan sebagai output. Hasil DEA menunjukkan 11 KPP Pratama tetap efisien selama periode 2009-2012. Regresi tobit digunakan untuk mengkaji pengaruh input dan output terhadap skor efisiensi, hasilnya variabel output dan jumlah wajib pajak berpengaruh signifikan terhadap skor efisiensi, sedangkan biaya operasional tidak berpengaruh signifikan, jumlah pegawai hanya berpengaruh signifikan pada group 1 namun tidak berpengaruh signifikan pada group 2.

Data Envelopment Analysis (DEA) is used to measure productivity level of small taxpayer offices in Indonesia. Using 288 tax offices as a sample during period 2009-2012. Tax offices grouped into two homogen groups using cluster analysis. Input used in the analysis are number of tax employee, operational cost and number of taxpayers. Tax income and number of tax returns are used as outputs. DEA results show 11 tax offices remain efficient during 2009-2012. Tobit regression is used to determine the effect of the input and output to the efficiency score, the results show that output variables and number of taxpayers as a determinant factors, while operational cost not a determinant factor. Number of employee is a determinant factor in group 1 but not in group 2.
"
Depok: Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2014
T42361
UI - Tesis Membership  Universitas Indonesia Library
cover
Yuga Nugraha
"ABSTRAK
Skripsi ini membahas efektivitas PP No 46 Tahun 2013 dan pengaruhnya bagi penerimaan dan kepatuhan wajib pajak di KPP Pratama Jakarta Tebet. Penelitian ini adalah penelitian deskriptif kuantitatif. Penulis membahas efektivitas PP No 46 Tahun 2013 secara deskriptif disertai dengan analisis uji beda dalam mencari pengaruh aturan tersebut terhadap penerimaan dan kepatuhan wajib pajak. Penerapan Peraturan Pemerintah PP No 46 Tahun 2013 secara umum efektif bagi Kantor Pelayanan Pajak KPP Pratama Jakarta Tebet. Tidak terdapat perbedaan signifikan untuk hasil uji beda penerimaan dan terdapat perbedaan signifikan untuk hasil uji kepatuhan.

ABSTRACT
This thesis discusses the effectiveness of Regulation of the Government Number 46 of 2013 and the effect of State Revenue and Taxpayer Compliance in Tebet Jakarta Tax Office. This research is quantitative descriptive. The author discusses the effectiveness of Regulation of the Government Number 46 of 2013 descriptively with different test analysis for seeking influence on the acceptance of these rules and taxpayer compliance. Implementation of Regulation of the Government Number 46 of 2013 is generally effective for Tebet Jakarta Tax Office. There was no significant difference in the results of different test acceptance and there is a significant difference to the results of the compliance test.
"
Fakultas Ekonomi Bisnis Universitas Indonesia, 2016
S62511
UI - Skripsi Membership  Universitas Indonesia Library
cover
Shabrina Adzhani Dewi
"Skripsi ini menganalisis mengenai penerapan pengujian kewajaran utang yang dilakukan oleh Wajib Pajak yang melakukan kegitan usaha di bidang infrastruktur, serta ditinjaunya pengecualian Wajib Pajak yang melakukan kegiatan usaha di bidang infrastruktur dari pengujian debt-to-equity ratio melalui asas kepastian hukum. Penelitian ini dilakukan dengan menggunakan metode kualitatif yang memperoleh data dengan cara wawancara mendalam dan studi kepustakaan. Hasil penelitian menunjukkan bahwa dalam praktiknya, metode debt-to-equity ratio bukan lah satu- satunya pendekatan yang digunakan dalam menguji kewajaran utang yang dimiliki Wajib Pajak yang melakukan kegiatan infrastruktur. Akan tetapi, meskipun demikian, ketiadaan definisi maupun kriteria Wajib Pajak sektor infrastruktur menimbulkan ketidakpastian hukum.

This thesis are made to analyze on how to do comparability analysis on loan that performed by Infrastructure company, and also to analyze the excluding of taxpayer that engaged in infrastructur section from debt-to-equity test by law’s certainty principle. This research was performed by qualitatife method and collect data through doing deepth interview and also study of literature. Results of the research shows that practically, debt-to-equity ratio is not the only method that used in doing comparability analysis on loan that performed by infrastructure company. However, the lack of infrastructure’s criteria and definition caused the lack of law certainty."
Depok: Fakultas Ilmu Sosial dan Ilmu Politik Universitas Indonesia, 2017
S-pdf
UI - Skripsi Membership  Universitas Indonesia Library
cover
Ghea B. Astrid Sunanto
"Belum banyak riset yang menganalisis kepatuhan Wajib Pajak OP UMKM sektor apotek dari perspektif pengetahuan dan kesadaran pajak dimana sanksi pajak sebagai moderator dengan mix method. Di sisi lain, sektor farmasi masuk sebagai industri strategis nasional dan dalam era pandemi Covid-19 tercatat terdampak positif. Karena itu, penelitian ini bertujuan menganalisis pengaruh pengetahuan dan kesadaran pajak baik secara parsial maupun bersama-sama terhadap kepatuhan Wajib Pajak OP pelaku usaha tersebut dengan sanksi pajak sebagai moderator dan ini mengacu pada model behavioural economics. Dengan jumlah populasi 5.227 unit pada tahun 2019 (Kemenkes, 2020), sampel dalam penelitian ini adalah pelaku UMKM sektor apotek di wilayah Jabodetabek, yang dengan rumus Slovin didapat jumlah sampel 98,12 (dibulatkan 100) dengan teknik convenience sampling. Kriteria inklusi dari sampel adalah apotek dengan peredaran bruto kurang dari Rp. 4,8 milyar per tahun serta bentuk usaha perseorangan di wilayah Jabodetabek. Dengan menggunakan analisis deskriptif, regresi linier berganda, moderated regression analysis, uji signifikansi (uji t dan uji F) serta uji koefisien determinasi, hasilnya menunjukkan; (1) Pengetahuan dan kesadaran pajak berpengaruh signifikan baik secara parsial maupun secara bersama-sama terhadap kepatuhan pajak, dengan koefisien determinasi sebesar 62,8%; dan bahwa pengetahuan, kesadaran, sanksi pajak dan kepatuhan Wajib Pajak OP UMKM sektor apotek di Jabodetabek berada dalam tingkat yang baik; (2) Sanksi pajak mempunyai pengaruh moderasi negatif yang signifikan pada hubungan pengetahuan dan kepatuhan pajak; (3) Demikian juga, sanksi pajak memiliki pengaruh moderasi negatif yang signifikan pada hubungan kesadaran dan kepatuhan pajak. Penelitian ini dapat menjadi masukan bagi otoritas pajak terkait model peningkatan kepatuhan Wajib Pajak OP UMKM secara sektoral (apotek) untuk melakukan rethinking atas perilaku perpajakan pelaku UMKM sektoral yang heterogen dan melakukan segmentasi melalui identifikasi dan pemahaman perilaku Wajib Pajak OP UMKM berdasarkan sektor usaha atau tingkat pengetahuan, kesadaran dan kepatuhan pajaknya, serta melakukan reorientasi paradigma kepatuhan pajak menjadi lebih deference approach atau non-deterrence kepada kelompok UMKM sektoral dengan tingkat pengetahuan dan kesadaran pajak yang baik untuk mendukung efektivitas strategi compliance risk management yang dijalankan.

There has not been much research that analyzes the compliance of individual taxpayers of MSMEs in the pharmacy sector from the perspective of knowledge and tax awareness where tax sanctions act as a moderator with a mix method. On the other hand, the pharmaceutical sector is included as a national strategic industry and in the era of the Covid-19 pandemic, it was recorded to be positively affected. Therefore, this study aims to analyze the effect of tax knowledge and awareness either partially or jointly on the compliance of individual taxpayers of the pharmacy business owners with tax sanctions as a moderator and this refers to the behavioral economics model. With a population of 5,227 units in 2019 (Ministry of Health, 2020), the sample in this study were MSMEs in the sector of pharmacies in the Jabodetabek area, which with the Slovin formula obtained a sample size of 98.12 (rounded up to 100) using the convenience sampling technique. The inclusion criteria of the sample were pharmacies with a gross turnover of less than Rp. 4.8 billion per year as well as a sole proprietorship within the Jabodetabek area. By using descriptive analysis, multiple linear regression, moderated regression analysis, significance test (t test and F test) and coefficient of determination test, the results show; (1) Knowledge and awareness of tax have a significant effect either partially or jointly on tax compliance, with a coefficient of determination of 62.8%; and that knowledge, awareness, sanctions and tax compliance of individual taxpayers of MSMEs in the sector of the pharmacy in Jabodetabek are at a good level; (2) Tax sanctions have a significant negative moderating effect on the relationship between tax knowledge and tax compliance; (3) Likewise, tax sanctions have a significant negative moderating effect on the relationship between tax awareness and compliance. This research can be input for tax authorities related to the model for increasing compliance of Individual Taxpayers of MSME by sector (pharmacies) to rethink the taxation behavior of heterogeneous sectoral MSME actors and perform segmentation through identification and understanding of the Taxpayers behavior based on the business sector or level of knowledge, awareness and tax compliance as well as reorienting the tax compliance paradigm into a more deference approach or non-deterrence to sectoral MSME groups with a good level of tax knowledge and awareness to support the effectiveness of the compliance risk management strategy being implemente"
Jakarta: Fakultas Ilmu Administrasi Universitas Indonesia, 2021
T-pdf
UI - Tesis Membership  Universitas Indonesia Library
cover
Elmanizar
"In APBN Year 2002-2003 tax income gave 70%-80% contribution for state income, which Income tax gave the biggest contribution about 50%. Therefore to improve tax income from income taxes in the future, to be needed by the improvement of taxpayer compliance. According to the above statement, hence factors influencing the compliance of taxpayer in filling corporate income tax return is an interesting issue to be researched.
Corporate income tax return filling arranged in Act of Republic of Indonesia No. 16 year 2000 (KUP) concerning: tax return, Bookkeeping, Inspection and Sanction. And Act of Republic Of Indonesia No. 17 year 2000 (income tax) about * calculation in tax liability. And guide of execution of admission filling of corporate income tax return Decision of DIP No. KEP-185IPJ./2003. The fundamental of problems is how far tax payer comprehend Law and Regulation of Taxation including the ability of conducting fiscal correction of financial statement base on calculation taxes amount owed to be filed in tax return, and what kind of effort which have been conducted by DJP to push voluntary compliance creation (compliance voluntary) of taxpayer in filling tax return.
In developing theoretical framework, research taken is library a research. The knowledge and ability of Taxpayer in comprehending and laws application and Regulation of Taxation is the main variable which influence compliance of 'Taxpayer in filling tax return. Counseling and also inspection is an important matter for DIP so that tax payer feel to be observed and will request to fulfill accountability of responsibility in filling tax return using Self Assessment system.
Research type used is qualitative with analytical descriptive. Method data collecting is "quota sampling" to be held an interview with by using guidance of interview at tax payer, tax consultant, even at Functionary of DJP which related to admission the filling of corporate income tax return. The result of the Research analyzed and reported in tabular, composition and descriptive.
Research result shows the existence of high impact between knowledge and ability of Taxpayer to comprehend and laws application and Regulation of Taxation, to the compliance of in filling income tax return. Role of inspection and counseling by DJP have a big impact in realizing compliance of level of tax payer in filling income tax return. Policy of giving the predicate of "Obedient tax payer" by DJP, to motivate obedient tax payer so that, this program not yet so drawn for most tax payer because do not influence tariff of tax payment.
Analysis to research finding show that: Formal compliance of tax payer in submitting income tax return in KPP Bekasi is only 30% from amount of income tax return which enlist, and among which have submitted income tax return the 64% is zero tax return. For the measurement of accuracy calculation in tax liability in tax return seen from ability of tax payer in conducting fiscal correction to financial statement only 25% from tax payer the research, consist of " Obedient tax payer" and " Regular tax payer submit tax return", and this tax payer there no correction of tax officer after checked_ From this finding result earn requested that there is still lower mount compliance of tax payer in filling corporate income return. Added again with limitation of DJP Resources in conducting inspection to corporate income tax return, hence tax potency owed by which not yet dug by in KPP Bekasi is still high.
Conclusion, that knowledge and ability of tax payer for the application of Law and Regulation of Taxation influence compliance of tax payer in filling seen corporate income tax return of result inspection of tax officer to tax return submitted by tax payer most unable to fulfill the laws and regulation of Taxation. Strive counseling of DJP to socialize Law and Regulation of Taxation there are, but not yet reached entire/all levels of taxpayer. And activity of inspection by DJP still limited and prioritized to overpaid tax return, condition of this also give opportunity for tax payer which tend to avoid Tax, to submit underpaid tax return in order not to be object of inspection. To improve compliance of tax payer in filling tax return repair there must be from both parties, first tax payer have to improve the knowledge of comprehending rule of legislation of Tax to fill corporate income tax return. Both of DJP as Stakeholders running role to improve acceptance of Tax better progressively fraternize in giving counseling but coherent in executing inspection by totally to all tax payer, therefore shall DJP conduct inspection pursuant to data of DJP alone is not pursuant to restitution, and in management and inspection of corporate income tax return use information technology system like sketch which have in format by DJP, so that tax payer feel to be observed and asked the accurate is calculation of and accountable and also responsible in filling tax return using the system of self assessment."
Depok: Fakultas Ilmu Sosial dan Ilmu Politik Universitas Indonesia, 2004
T14205
UI - Tesis Membership  Universitas Indonesia Library
cover
Yohanes Sigit Subandriawan
"Milka Casanegra denotes that "Tax Administration is Tax Policy". It means tax administration dictates tax policy (Brooks). The developed as well as developing countries have the same challenges in improving tax compliance to increase their revenue capacity; and for that purpose tax reform will be a mantra of tax modernization. The objective of tax reform is different between developing countries and developed countries. For the latest, beside to respond the increased market economy the tax reform is aimed to improve the number of taxpayers.
Tax reform in Indonesia launched in 1983 characterized by the application 'of the self assessment system in its tax regime. Citing the Gillis's, Gunadi says that the tax reform in Indonesia is phenomenal and monumental because it not only has the clear goals for improving tax administration and facilitating taxpayers compliance but also will be the road to create the tax voluntary compliance in the future. Directorate General .of Tax (DGT) as the tax authority in Indonesia envisages being a public service model that operates the world class tax system and management. Achieving that vision, DGT formulated-the-Medium-term-Tax Reform Policy (3-5 years) in 2001 which, amongst other, placed the attention on taxpayer service programs, i.e. The Tax Service Improvement Program and The Development of Excellent Service Program. In short, these programs focused on accessibility improvement for the taxpayers to report, update, pay, consult, get assistance, and gain information about tax. This will be achieved by the development of the office automation, creation of advanced multimedia access, and improvement of the service capacity of their human resources.
The interesting question is to which extend those taxpayers service programs.have made impact on taxpayers compliance? The central focus of this thesis tries to answer this issue. However, due to the complexity of the compliance matter, this study has several limitations such as (i) the unit analysis is narrowed only to one local tax office (Kantor Pelayanan Pajak1KPP), (ii) the respondents are limited only for the corporate-type taxpayers, (iii) the data used is cross-section instead of time series, and (iv) the model excludes other important determinants that reflect the enforcement approaches such as tax audit, effectiveness of sanction, and tax automation as well.
The theories used to construct the research model are (i) Theory of Tax Compliance, (ii) Theory of Service Quality, and (iii) other contemporary study in the public administration. Research conducted by Price Waterhouse which measured the impact of IRS's Taxpayers Assistance Program to the level of tax compliance in 1989 concluded that the program plays significant role in improving taxpayers compliance. Studying several researches that developed the tax compliance measurements, this study adopts the Adam Forest's qualitative indicators, i.e. both (i) the occurrence of overstating the cost, and (ii) the occurrence of concealing the income by taxpayers. The measurements of service quality used in this study are combination of the service quality indicators developed by Parasuraman and the service quality principles remarked by David Osborne.
The methodology employed in this study is social research. Data collected by using questionnaire instruments, and treated as quantitative (interval). Beside descriptive analysis, this study also uses statistical analysis (multivariate analysis) to conclude the degree of causal-effect between the quality service in the programs and the compliance. All data processing uses SPSS release 10.
The study concludes that (i) there is correlation between the tax service quality in the programs and the level of taxpayers compliance. However, the regression model shows that the service quality variables are not strongly able (only 25,61%) to explain the degree of compliance as reflected in the low value of determination coefficient (R2), (ii) the model expresses that there are three service quality measurements which have significant influence to the tax compliance, i.e. (a) the physical appearance of tax-office building, (b) the fairness of tax officers in servicing, and (c) the simple implementation of service procedures. The low R2 mentioned above reflects the weakness of Taxpayers Service Program in affecting taxpayers compliance. However, as argued by Gill, the tax reform demands a comprehensive tax policy instruments. Taxpayers service is only a part of strategy to raise tax compliance beside other vast activities such as tax campaign, tax education, etc. Meanwhile, another strategy is aimed to eradicate the noncompliance taxpayers by enforcement activities e.g.: tax auditing, sanction fostering, administration automation, etc. Therefore, this study suggests the further study might take into account those important activities in the analysis model in order to obtain the clearer picture on how to increase taxpayers compliance.
"
Depok: Fakultas Ilmu Sosial dan Ilmu Politik Universitas Indonesia, 2005
T22534
UI - Tesis Membership  Universitas Indonesia Library
cover
Sri Prasetiani
"Keluhan dan ketidakpuasan masyarakat selaku konsumen terhadap penyelenggaraan pelayanan publik banyak ditemukan di media massa, khususnya di surat kabar. Banyaknya keluhan dan ketidakpuasan dari masyarakat sebagai customer services ini paling tidak bisa menggambarkan betapa buruknya kualitas pelayanan publik yang selama ini telah dinikmati oleh masyarakat. Penyelenggara pelayanan masih bersikap seenaknya tanpa memikirkan kepentingan konsumen selaku pihak yang semestinya harus dilayani sebaik-baiknya. Penelitian ini bertujuan untuk mengetahui kualitas layanan Kantor Samsat Kota Yogyakarta menurut persepsi Wajib Pajak, yang dilihat dari kesenjangan (gap) antara ekspektasi Wajib Pajak dan kinerja pelayanan riil yang diberikan. Untuk sampai pada tujuan itu digunakan instrumen Servqual (Service Quality) yang meliputi lima dimensi pelayanan yaitu bukti fisik, kehandalan, daya tanggap, jaminan dan empati. Metode yang digunakan dalam penelitian adalah metode deskriptifkuantitatif, yaitu metode penelitian yang diarahkan untuk menguraikan atau menjelaskan secara rinci apa yang menjadi permasalahan dan tujuan penelitian. Sample penelitian terdiri atas 100 orang Wajib Pajak yang selama ini membayar pajak di Kantor Bersama Samsat Kota Yogyakarta. Sebelum dilakukan perhitungan Servqual dilakukan uji validitas dan uji reliabilitas data. Sementara analisisnya menggunakan analisis gap dengan perhitungan statistika deskriptif.
Hasil penelitian menunjukkan bahwa kualitas pelayanan Samsat Kota Yogyakarta tidak sepenuhnya benar seperti yang dikeluhkan oleh berbagai pihak di media massa. Secara keseluruhan kualitas pelayanan Kantor Bersama Samsat Kota Yogyakarta sudah memenuhi 100% harapan (ekspektasi) dari Wajib Pajak. Akan tetapi jika dilihat dari masing-masing atribut dari dimensi pelayanan, masih ada yang memerlukan pembenahan yaitu (1) ketersediaan tempat parkir untuk dimensi bukti fisik, (2) ketepatan petugas dalam memberikan jenis pelayanan kepada Wajib Pajak untuk dimensi kehandalan, (3) kesigapan petugas dalam menangani setiap permasalahan Wajib Pajak untuk dimensi daya tanggap, (4) pendidikan/pengetahuan petugas pajak mengenai PKB untuk dimensi jaminan, dan (5) kemampuan melayani sebagaimana yang diinginkan Wajib Pajak untuk dimensi empati. Kantor Bersama Samsat Kota Yogyakarta diharapkan meningkatkan pelayanan kepada Wajib Pajak dengan melakukan perbaikan pada atribut masingmasing dimensi, terutama yang memiliki nilai kesenjangan negative tertinggi, yaitu (1) perlu perluasan dan perbaikan tempat parkir untuk dimensi bukti fisik, (2) perlu memperbaiki kualitas dan kuantitas petugas pajak untuk dimensi kehandalan dan jaminan dan empati, serta (3) perlu memberikan pelatihan-pelatihan kepada petugas pajak untuk dimensi daya tanggap.

Complaints and dissatisfaction with society as consumers of public service are found in the mass media, especially newspapers. Number of complaints and dissatisfaction from the public as customer service is most can not describe how bad the quality of public services that have been enjoyed by the community. Organizers of service is still being arbitrarily without considering the interests of consumers as a party that should be served best. This research aims to determine the quality of services the Kantor Samsat Kota Yogyakarta according to Taxpayer perceptions, as seen through the gap (gap) between the expectations of Taxpayers and provided real service performance. To arrive at that destination instrument was used SERVQUAL (Service Quality), which includes five dimensions namely tangible, reliability, responsiveness, assurance and empathy. The method used in this research is descriptivequantitative methods, ie methods that are being directed to elaborate or explain in detail what the problems and research purposes. Research sample consisted of 100 people during these Taxpayers to pay taxes on the Kantor Bersama Samsat Kota Yogyakarta. Before calculating SERVQUAL tested the validity and reliability test data. While the analysis by using gap analysis with the calculation of descriptive statistics.
Results showed that service quality of Samsat Kota Yogyakarta was not quite true as complained of by the various parties in the mass media. Overall service quality of Samsat Kota Yogyakarta has met 100% expectations from the Taxpayer. However, if views of the attributes of each dimension of service, there?s still that need improvement are: (1) the availability of parking for the dimensions of tangible, (2) the accuracy of officers in providing the type of services to Taxpayers for the dimensions of reliability, (3) attentiveness of staff in handle any problems Taxpayers for responsiveness dimension, (4) education / knowledge officer about PKB for dimensional assurance, and (5) the ability to serve as the taxpayer desired to the dimension of empathy. Kantor Bersama Samsat Kota Yogyakarta expected to improve service to Taxpayers by doing repairs on the attributes of each dimension, especially those with the highest negative gap score, namely (1) needs a parking lot expansion and improvements to the dimensions of tangible, (2) need to improve the quality of and quantity of the tax officer for the dimensions of reliability and assurance and empathy, and (3) to provide training to tax officers for the responsiveness dimension."
Depok: Fakultas Eknonomi dan Bisnis Universitas Indonesia, 2010
T27631
UI - Tesis Open  Universitas Indonesia Library
<<   1 2 3 4 5 6 7 8 9 10   >>