Analisis Standar Pelayanan Registrasi Penelitian Ulang Kendaraan Bermotor dan Pembayaran Pajak Kendaraan Bermotor di Kantor Sistem Administrasi Manunggal Satu Atap (Samsat) Ketintang Surabaya Selatan

Abstract

Taxes are the largest source of state revenue. As the largest source of state revenue, taxes must be managed well so that revenue can be maximized. The provincial government formed an authorized body to carry out motor vehicle tax collection, namely SAMSAT (Single Administrative System Under One Roof). So service standards are standardized measures in the delivery of public services as guidelines that must be adhered to and implemented by service providers. qualitative descriptive research which is descriptive and analytical in nature using a case study approach, while the focus of written research is according to the problem formulation, where the research problem formulation is used as a reference in determining the research focus and with theories according to Surjadi (2009) regarding Public Service Standards, namely 1) service procedures 2) Completion Time 3) Service Costs 4) Service Products 5) Facilities & Infrastructure 6) Competence of Service Providing Officers. In the written research, the data collection technique was through interviews with 10 informants consisting of 5 taxpayers and 5 Samsat officers, then the results of the interviews were retrieved by the researcher so that they could be taken into discussion. The results of written research show that the South Surabaya Samsat is optimal in providing services to taxpayers with the innovation of Samsat Corner, Payment Point, Mobile Samsat, Drive Thru, Ask Sultan, Sultan Dulur and Call Sultan. However, there are inhibiting factors that occur due to network disruptions which cause disruption to settlement times, limited number of Human Resources (HR) in the annual motor vehicle tax payment service, limited parking space and physical checks for 4-wheelers