Kualitas Pelayanan pada Kantor Sistem Administrasi Manunggal Satu Atap (SAMSAT) Panyabungan Kabupaten Mandailing Natal

Abstract

Management of collection and management of motorized vehicle taxation is carried out in one office which involves several related elements in its management. Motor vehicle tax collection carried out in one office is known as SAMSAT (One Roof Single Administration System), in which there is cooperation between the Indonesian National Police (POLRI) which has the function and authority in the field of registration and identification of motorized vehicles, local government this is the Regional Tax and Retribution Management Agency in the field of motor vehicle tax collection (BBN-KB), PT. Jasa Raharja (Persero) which is authorized in the field of delivery of Road Traffic Accident Donations (SWDKLLJ).This study aims to analyze the Quality of Service at the Office of a One-Stop Single Administration System (SAMSAT) for the Merging of Mandailing Natal District. This research is a descriptive-qualitative study so that the determination of the subject of the research is in the form of an informant, consisting of the samsat apparatus and the community who are receiving service at the Samsat Office.The results of this study indicate that the quality of public services at SAMSAT Joint Merger Office is measured from 14 service elements, namely service procedures, service requirements, clarity of service officers, discipline of service personnel, service staff responsibilities, service staff capability, speed of service, justice to get service , politeness and friendliness of staff, fairness of service costs, certainty of service costs, certainty of service schedules, comfort of the environment, and security of services, in general based on the specified criteria included in the good category. When viewed from each of these aspects shows a difference. Of the 14 elements of service, three element of service is certainty speed of service,certainty of service schedules and price certaintyincluded in the unfavorable category and 11service elements included in the good category, namely: service procedures, service requirements, clarity of service officers, disciplinary officers service, responsibility of service personnel, ability of service personnel, justice to get service, politeness and friendliness of officers, and environmental comfort.