Analisis Kualitas Pelayanan pada Kantor Pelayanan Pajak Daerah (KPPD) Kabupaten Sleman

Hadi, Maria Goretti Dian Permata, Briyan Efflin Syahputra, S.E., M. Ak (2022) Analisis Kualitas Pelayanan pada Kantor Pelayanan Pajak Daerah (KPPD) Kabupaten Sleman. Tugas Akhir thesis, Universitas Teknologi Yogyakarta.

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Abstract

The purpose of this final report is to determine the quality of service at the Regional Tax Service Office (KPPD) of Sleman Regency. To be able to know the quality of the service, the researcher chose to use the SERVQUAL method by distributing questionnaires to people who had received services at the KPPD Sleman Regency. The respondents who were willing to fill out the questionnaire completely and correctly in the study amounted to 40 respondents with a response rate of 88.3%. The SERVQUAL method is a method used to measure service quality with dimensions consisting of tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (guarantee), and empathy (empathy). By using these five dimensions, the community can provide an assessment of how satisfied they are with the quality of services provided. The results showed that the service quality at the KPPD in Sleman Regency was quite good. Measurement of service quality has been proven to increase trust and provide a good image of the community to the KPPD of Sleman Regency.

Item Type:	Thesis (Skripsi, Tugas Akhir or Kerja Praktek) (Tugas Akhir)
Uncontrolled Keywords:	service quality, tangible, reliability, responsiveness, assurance, empathy.
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi dan Bisnis > D3 Akuntansi
Depositing User:	Prodi Akuntansi Diploma
Date Deposited:	11 Oct 2022 04:01
Last Modified:	11 Oct 2022 04:01
URI:	http://eprints.uty.ac.id/id/eprint/10717

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