Analisis Kualitas Pelayanan Publik Unit Pelaksana Teknis (UPT) Samsat Badan Pengelolaan Pajak dan Retribusi Daerah Provinsi Sumatera Utara

Abstract

In connection with the reality of the low quality of services provided, it should be reviewed about the quality of Technical Implementing Unit of the Provincial Tax and Retribution Board of North Sumatra Province Binjai in the implementation of public services. Under these conditions, the quality of the organization and environmental conditions and management policies will greatly determine the ability of the organization in providing quality services and oriented to public satisfaction. Based on the above phenomenon, the writer is very interested to try to research and describe about the phenomenon mentioned above through a study entitled "Analysis of Quality of Public Service Technical Implementation Unit (UPT) Samsat Regional Tax and Retribution Agency of North Sumatera Province Binjai " The design of this research is descriptive research with qualitative approach. This study was chosen because to present data systematically, factually and accurately about the facts that exist in the field. By using descriptive research design with qualitative approach, the researcher tried to dig the facts about the quality of public service in the field of Organization of Technical Implementation Unit (UPT) Samsat Binjai residing in the Regional Tax and Retribution Board of North Sumatera Province. The results of research conducted in the aspects of physical evidence (tangible), aspects of reliability (reliability), responsiveness, assurance aspects, especially security, and empathy aspects at Samsat Binjai Office are good enough. As for the obstacles in improving the quality of public services in the Office Samsat Binjai ie in carrying out its duties as a service tax revenue and retribution, Samsat Binjai Office is not so facing problems in the process of organizing public services.