Analisi Kualitas Pelayanan pada Kantor Dinas Pendapatan Provinsi Sumatera Utara, UPT Medan Selatan

Abstract

The challenges of implementation of regional autonomy requires a fairly complex area must be willing to reorganize themselves so that the targets set can be fulfilled, including the efforts of processing revenue (PAD) eg local taxes are the largest contributors PAD. It should be managed optimally both in terms of service to the object of the tax and in terms of allocation of its benefits. In terms of services, the application of excellent service strategy does not put people as mere objects any obligation, but must also derive satisfaction out of service as part of its rights. Through continuous efforts and continuous improvement of service to the community, the authors are interested in reviewing the research related to the quality of public services, especially services in the areas of tax payments. This research uses descriptive method to describe the actual state of How the Implementation of Public Service Quality Improvement In SAMSAT Medan Selatan. In this study, the data analysis technique used is descriptive statistical analysis techniques in the form of a percentage, mode and median is to describe the results of the study as it is. Based on the research results Quality Analysis of Public Services through measurement of Community Satisfaction Index (HPI) which has been carried out at the Dinas Pendapatan Provinsi Sumatera Utara, UPT Medan Selatan by using 14 (fourteen) elements or indicators that are based on Keputusan Menteri Pendayagunaan Aparatur Negara Nomor 25 Tahun 2004, it can be concluded that the quality of public services that have been performed by the Department of Revenue in North Sumatra Province, South Medan UPT is Good.