Analisis Kualitas Pelayanan Pembayaran Pajak Kendaraan Bermotor (PKB) Di Kantor Sistem Administrasi Manunggal Satu Atap (SAMSAT) Lima Puluh Kabupaten Batu Bara

Abstract

Pelayanan pembayaran PKB di kantor SAMSAT Lima Puluh Kabupaten Batu Bara masih teridentifikasi masalah mengenai ketepatan waktu penyelesaian serta kurang tanggapnya pegawai layanan. Rumusan masalah penelitian yaitu 1) Bagaimana kualitas pelayanan pembayaran PKB di kantor SAMSAT Lima Puluh Kabupaten Batu Bara? Dan 2) faktor apa saja yang menjadi hambatan kualitas pelayanan pembayaran PKB di kantor SAMSAT Lima Puluh Kabupaten Batu Bara? Metode yang digunakan deskriptif kualitatif dengan menggunakan pendekatan kualitatif. Teknik pengumpulan data berupa observasi, wawancara dan dokumentasi. Hasil penelitian menunjukan Tangible (Berwujud) Kantor SAMSAT Lima Puluh Kabupaten Batu Bara cukup baik. Walaupun kenyamanan sarana dan prasarana di nilai belum optimal. Reliability (Keandalan) Kantor SAMSAT Lima Puluh Kabupaten Batu Bara sudah baik. Dikarenakan kemampuan memberikan pelayanan sudah terpercaya, akurat, tepat. Responsiveness (Respon/Ketanggapan) Kantor SAMSAT Lima Puluh Kabupaten Batu Bara dinilai cukup baik namun perlu ditingkatkan lagi. Assurance (Jaminan) Kantor SAMSAT Lima Puluh Kabupaten Batu Bara di nilai belum baik di karenakan tidak sesuai dengan Pelayanan Publik mengenai asas ketepatan waktu. Emphaty (Empati) Kantor SAMSAT Lima Puluh Kabupaten Batu Bara kategori rendah. Karena sikap membeda-bedakan yang belum sesuai dengan standar pelayanan publik. Saran dalam penelitian ini meningkatkan responsivitas dalam memberikan pelayanan agar tidak terjadi banyak keluhan. Perlunya fasilitas dengan menambah sarana prasarana di ruang pelayanan agar pengguna layanan merasa nyaman serta jaringan internet. Payment services at the SAMSAT Fifty Office, Batu Bara Regency, still identified problems regarding the timeliness of completion and the lack of responsiveness of service employees. The formulation of the research problem is 1) What is the quality of the PKB payment service at the Fifty SAMSAT office, Batu Bara Regency? And 2) what are the factors that hinder the quality of PKB payment services at the SAMSAT Fifty Office, Batu Bara Regency? The method used is descriptive qualitative using a qualitative approach. Data collection techniques in the form of observation, interviews and documentation. The results of the study show that the Tangible Office of SAMSAT Fifty in Batu Bara Regency is quite good. Even though the convenience of facilities and infrastructure is considered not optimal. The reliability of the Fifty SAMSAT Office in Batu Bara Regency is good. Because the ability to provide services is reliable, accurate, precise. The Responsiveness of the SAMSAT Fifty Office in Batu Bara Regency is considered quite good but needs to be improved. Assurance of the SAMSAT Fifty Office of Batu Bara Regency is considered not good because it is not in accordance with Public Services regarding the principle of timeliness. Empathy Fifty SAMSAT Office of Batu Bara Regency is in low category. Because the attitude of discrimination is not in accordance with public service standards. Suggestions in this study increase responsiveness in providing services so that there are no many complaints. The need for facilities by adding infrastructure facilities in the service room so that service users feel comfortable and have an internet network.