ANLYSIS OF TAXPAYERS SATISFACTION ON SERVICE IN KPP PRATAMA CIMAHI

• Main Author: HARTATI (NIM : 29105086), NIRMA
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/12468
• Institution: Institut Teknologi Bandung

The finishing which is known as bureaucracy reform in DJP (Direktorat Jenderal Pajak) made several changes that in stages were continued by it implementation in regional tax offices and of tax office (big, middle, and small) in Java, Bali, and Sumatra. This finishing is acknowledged as modernization of administration. The modernization of administration covered the aspect of the tax policy, human resources, taxpayers service, and the supervision towards the taxpayers.<p>The modernization of administration in KPP Pratama Cimahi as Small Tax Office (STO) since August 2007 made several change in the structure of the organisation, human resources, the service to the taxpayers, and the supervision towards the taxpayers. The existence of the modernization in KPP Pratama Cimahi have impact on the quality of the service that was given to the taxpayers. During 2002 the results of survey that carried out by AC Nielsen about Large Tax Office taxpayers satisfaction (LTO) in Jakarta showed Customer Satisfaction Index is 81, it meant the modernization had a good impact on the assessment of the taxpayers. Official Survey wasn't yet carried out to STO, so possibly during time is right time to measure STO taxpayers satisfaction, one of them that is KPP Pratama Cimahi.<p>Based on that business issue, to measure taxpayers satisfaction of KPP Pratama the method that used was survey the customer's satisfaction with Customers Satisfaction Index (Taxpayers Satisfaction Index). To see any attribute that must receive important attention to be improved and that already good used the Matrix of Importance-Performance Analysis.<p>Results of the analysis showed that the Taxpayers Satisfaction Index is 81.56. That result is good because the taxpayers felt satisfied with the service of KPP Pratama Cimahi. This analysis was limited in the NPWP registration service, tax reporting, and the help desk service and tax compliance. Results analsis by using the IPA Matrix stated the attribute that must be paid attention to to be improved was variable Assurance and Empathy, whereas the attribute that already good was variable Responsiveness.<p>The solution that could be done to overcome the weakness to the Assurance variable and Empathy by carrying out the increase in the training of service excellence to the employees, the improvement of supporting service facilities, giving of added value to the taxpayers and increasing taxation socialization. For resources that were needed for the service especially fund and competent human resources. <br />