Pengaruh Kualitas Pelayanan terhadap Kepuasan Masyarakat dalam Pelayanan Pajak Kendaraan Bermotor di Kantor SAMSAT Medan Utara

Abstract

Public Administration examines various strategies, one of which is in the field of public services, which is intended to better understand the relationship between government and society. One of the community's demands from the government is to improve the quality of public services. Services are said to be quality or satisfactory if they can meet the needs and expectations of the community. Based on data obtained from the Indonesian Ombudsman, there were 2,706 reports of public complaints regarding public services throughout the first quarter of 2022, which shows that the quality of the services provided is still less than optimal. This research aims to determine the effect of service quality on public satisfaction in motor vehicle tax services at SAMSAT North Medan. This research uses the service quality theory by Parasuraman, Zeithaml, and Berry. The phenomena in this research are complaints from taxpayers regarding services that seem slow, issues about using the services of brokers, and allegations of extortion by unscrupulous SAMSAT Medan Utara employees. The data analysis method in this research uses simple linear regression with the help of the SPSS version 25 program. The population of this research is taxpayers registered with SAMSAT in Medan City with a sample of 100 respondents. Data collection used a questionnaire with a 5 point Likert scale measurement. The results of this research show the results of descriptive analysis of the service quality variable (X) which has a significant value of 0.000 < 0.05 with a regression coefficient value of 0.523 which is positive and the results of the partial test explain that there is a calculated t value > t table (6.458> 1.98447). So it can be concluded that there is a significant influence between service quality on public satisfaction in motor vehicle tax services at the North Medan SAMSAT office. Based on the results of the determination test, the R Square coefficient of determination was 0.298. So the influence of the independent variable service quality on the dependent variable community satisfaction is 29.8%. Meanwhile, the remaining 70.2% is influenced by other variables outside the variables studied.