PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT PADA KANTOR PELAYANAN PAJAK PASAR REBO JAKARTA TIMUR

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT PADA KANTOR PELAYANAN PAJAK PASAR REBO JAKARTA TIMUR

• By Bilgah,;
• Jurnal Nasional Terakreditasi
• 79
• 186

ABSTRACT

The quality of public services is the extent to which a public facility (public) in providing services to the public. Governments are required to provide quality public services. Society can be satisfied from the service apparatus (government) is only oriented to the total satisfaction of the customer. In providing a quality service to the public in this case taxpayers, the Tax Office Pratama Cimanggis Depok has the goal of creating a modern-scale services so that people feel comfortable and satisfied with the services provided. Implementing service section on the Tax Office Pasar rebo always eager to provide services to taxpayers, proven quality of services provided to taxpayers positive effect on people's satisfaction. Can be seen from the regression line is Y = 4,435 + 0,872X it indicates that the strong and positive influence between service quality and satisfaction of the people. And based on the calculation of a correlation of 0.842 or 84,2% which indicates a strong and positive relationship between quality of service to the community satisfaction. Based on the calculation of the coefficient of determination can know the level of contribution of service quality to people's satisfaction by 71%, which means there is positive and the strong links between the quality of service to the satisfaction of the people or the variable X is correlated with the variable Y.

Keywords: Quality of Service, Community Satisfaction

• Katakunci
• URL http://ISSN 141-8729
• Penerbit ,

REFERENSI

DAFTAR PUSTAKA

Kirom, Bahrul. 2010. Mengukur Kinerja Pelayanan dan Kepuasan Konsumen. Bandung: Pustaka Reka Cipta.Majid, Abdul, Suharto. 2011. Customer Service Dalam Bisnis Jasa Transportasi. Jakarta: Kharisma Putra Utama Offset.

Payaman Simanjuntak J. 2011, Manajemen dan Evaluasi kinerja, Jakarta: Fakultas Ekonomi Universitas Indonesia.

Prasetyo, Bambang. 2011. Metode Penelitian Kuantitatif. Jakarta: Rajawali Pers.

Rahmayanty, Nina. 2013. Manajemen Pelayanan Prima. Yogyakarta: Graha Ilmu.

Sugiyono, 2015. Statistika Untuk Penelitian. Bandung: Alfabeta.

Supranto, J. 2011. Pengukuran Tingkat Kepuasan Pelanggan. Jakarta: PT Rineka Cipta.

Sunyoto, Dadang. 2011. Analisis Regresi dan Uji Hipotesis. Yogyakarta: CAPS.

Tjiptono, Fandy. 2012. Service Management Mewujudkan Layanan Prima. Yogyakarta: CV Andy Offset.