Kualitas Pelayanan Dalam Memberikan Pelayanan Walk Thru pada Masyarakat di Samsat Manyar Kota Surabaya. (Service Quality in Providing Walk Thru Services to the Community in Samsat Manyar, Surabaya City).

Tama, Elvin Chrisdian (2023) Kualitas Pelayanan Dalam Memberikan Pelayanan Walk Thru pada Masyarakat di Samsat Manyar Kota Surabaya. (Service Quality in Providing Walk Thru Services to the Community in Samsat Manyar, Surabaya City). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

In the era of globalization, public services are still very much needed by government agencies/companies when carrying out service activities. Public services are activities in the form of services created by the government for the needs of the community. Service quality ensures that the progress or decline of the organization depends on the contribution of employees in the agency, and also that employees carry out their duties effectively and behave well. The Surabaya City Samsat Office is a motor vehicle tax service agency that contributes to state tax revenues. Samsat Manyar requires residents to arrange annual motorbike tax payments through Walk thru payments. For the procedures for administering the annual motor vehicle tax payment service via Walkthru, you need a STNK, PBKP and original KTP. The aim of this research is about "Service quality in providing walk thru services to the community in Samsat Manyar, Surabaya city". The method in this research is the Qualitative Method. The focus of this research was carried out at Samsat Manyar, Surabaya City, and interview techniques were taken from 4 Taxpayer Users and 4 Employees of Samsat Manyar, Surabaya City. The results of this research and conclusion are that the service quality factors implemented are quite good, only problems are experienced with SOPs and facilities and infrastructure. In terms of facilities and infrastructure, the printer suddenly stops when printing a new tax notice, thus hampering the existing service process, but other facilities are good and provide comfort. So this has an impact on the Samsat Walkthru SOP due to inadequate facilities and infrastructure, resulting in third parties/service intermediaries taking action to prevent taxpayer users who want to pay the Samsat Walkthru /1-year tax, they say that the SOP applied is very different. It was proven that the results of the interviews conducted were that people providing direct services were served responsively and quickly.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Quality of Service, 1 Annual Tax, Samsat Walkhtru
Subjects:	A General Works > AS Academies and learned societies (General) H Social Sciences > H Social Sciences (General)
Divisions:	Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Administrasi Publik
Depositing User:	1111900079 Elvin Chrisdian Tama
Date Deposited:	07 May 2024 06:16
Last Modified:	07 May 2024 06:16
URI:	http://repository.untag-sby.ac.id/id/eprint/31026

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