INOVASI PELAYANAN PAJAK KENDARAAN BERMOTOR DALAM MENINGKATKAN KUALITAS PELAYANAN PUBLIK PADA KANTOR SAMSAT DI KABUPATEN PANDEGLANG
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Oct 29, 2021
https://doi.org/10.33701/jiwbp.v11i2.2100
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Abstract
The complexity of problems such as piling up queues, illegal fees, the practice of brokers and the lack of willingness and awareness of the public in paying motor vehicle taxes are some of the problems that must be faced by the UPT Samsat Pandeglang Regency. The purpose of this study was to discuss the innovation of motor vehicle tax services in improving the quality of public services in Samsat, Pandeglang Regency. This research method uses a descriptive type with a qualitative approach. The data collection techniques in the form of observation, interviews and documentation as well as data analysis techniques include reduction, verification and conclusion. The results of the study indicate that the implementation of the motor vehicle tax service innovation in Samsat, Pandeglang Regency, has been running well, although it is still necessary to continue to encourage more intensive service innovations on indicators of suitability and complexity.
Keywords: Innovation, Public Service, Vehicle Tax, Pandeglang.
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Witell, L., Snyder, H., Gustafsson, A., Fombelle, P., & Kristensson, P. (2016). Defining service innovation: A review and synthesis. Journal of Business Research, 69(8), 2863–2872. https://doi.org/10.1016/j.jbusres.2015.12.055
Yin, R. K. (2014). Case Study Research : design and methods (Fifth Edit). SAGE Publications Inc.
Undang-undang Nomor 28 tahun 2007 tentang perubahan ketiga atas Undang-undang Nomor 6 tahun 1983 tentang Ketentuan Umum dan Tata cara Perpajakan.
Undang-undang Nomor 7 Tahun 2021 tentang harmonisasi peraturan perpajakan
Undang–Undang Nomor 28 tahun 2009 tentang Pajak Darah dan Retribusi
Peraturan Pemerintah Republik Indonesia Nomor 96 Tahun 2012 tentang pelayanan publik
Afonso, O., Monteiro, S., & Thompson, M. (2012). A growth model for the quadruple helix. Journal of Business Economics and Management, 13(5), 849–865. https://doi.org/10.3846/16111699.2011.626438
Carlborg, P., Kindström, D., & Kowalkowski, C. (2014). The evolution of service innovation research: A critical review and synthesis. Service Industries Journal, 34(5), 373–398. https://doi.org/10.1080/02642069.2013.780044
Chen, J., Walker, R. M., & Sawhney, M. (2020). Public service innovation: a typology. Public Management Review, 22(11), 1674–1695. https://doi.org/10.1080/14719037.2019.1645874
Dziallas, M., & Blind, K. (2019). Innovation indicators throughout the innovation process: An extensive literature analysis. Technovation, 80–81(February 2017), 3–29. https://doi.org/10.1016/j.technovation.2018.05.005
Gustafsson, A., Snyder, H., & Witell, L. (2020). Service Innovation: A New Conceptualization and Path Forward. Journal of Service Research, 23(2), 111–115. https://doi.org/10.1177/1094670520908929
Kapoor, K. K., Dwivedi, Y. K., & Williams, M. D. (2014). Rogers’ Innovation Adoption Attributes: A Systematic Review and Synthesis of Existing Research. In Information Systems Management (Vol. 31, Nomor 1). https://doi.org/10.1080/10580530.2014.854103
Lanin, D., & Hermanto, N. (2018). The effect of service quality toward public satisfaction and public trust on local government in Indonesia. International Journal of Social Economics, 46(3), 377–392. https://doi.org/10.1108/IJSE-04-2017-0151
Merriam, S. B. (2013). Qualitative Research A Guide to Design and Implementation. Revised and Expanded from Qualitativr Research and Case Stdy Application in Education. In Journal of Chemical Information and Modeling (Vol. 53, Nomor 9). https://doi.org/10.1017/CBO9781107415324.004
Miles, M. B., Huberman, M. A., & Saldaña, J. (2014). Qualitative Data Analysis A Methods Sourcebook. In Qualitative Data Analysis A Methods Sourcebook (3 ed.). SAGE Publications Inc.
Mulgan, G. (2014). Report: Innovation in the Public Sector: How Can Public Organisations Better Create, Improve and Adapt? Nesta, 1(November), 1–20. https://doi.org/10.2214/AJR.07.2082
Muluk, M. R. K. (2008). Knowledge Management, Kunci Sukses Inovasi Pemerintah Daerah (Cetakan Pe). Bayumedia Publishing.
Myhren, P., Witell, L., Gustafsson, A., & Gebauer, H. (2018). Incremental and radical open service innovation. Services Marketing, 32(2), 102–112. https://doi.org/10.1108/JSM-04-2016-0161
Organisation for Economic Cooperation and Development OECD. (2005). Oslo Manual: The Measurement of Scientific and Technological Activities: Proposed Guidelines for Collecting and Interpreting Technological Innovation Data.
Patton, M. Q. (2002). Two Decades of Developments in Qualitative Inquiry: A Personal, Experiential Perspective. Qualitative Social Work, 1(3), 261–283. https://doi.org/10.1177/1473325002001003636
Ramdani, A. (2018). Penerapan Inovasi Pelayanan Publik Samsat Keliling di Kota Tasikmalaya. Sawala : Jurnal Administrasi Negara, 6(1), 23. https://doi.org/10.30656/sawala.v6i1.618
Sari, Y. R. (2019). Inovasi Pelayanan Publik Melalui Solo Destination. Sawala: Jurnal Administrasi Negara, 7(2), 190–203.
Snyder, H., Witell, L., Gustafsson, A., Fombelle, P., & Kristensson, P. (2016). Identifying categories of service innovation : A review and synthesis of the literature. Journal of Business Research, 69(7), 2401–2408. https://doi.org/10.1016/j.jbusres.2016.01.009
Sururi, A. (2014). Inovasi Kebijakan Publik (Tinjauan Konseptual dan Empiris). Sawala Administrasi Negara, 4(3), 1–14.
Tierney, W. G. (1991). Utilizing ethnographic interviews to enhance academic decision making. New Directions for Institutional Research, 1991(72), 7–22. https://doi.org/10.1002/ir.37019917203
Wang, Q., Voss, C., Zhao, X., Wang, Z., Wang, Q., & Voss, C. (2015). Modes of service innovation : a typology. Industrial Management & Data Systems, 115(7), 1358–1382. https://doi.org/10.1108/IMDS-03-2015-0067
Witell, L., Snyder, H., Gustafsson, A., Fombelle, P., & Kristensson, P. (2016). Defining service innovation: A review and synthesis. Journal of Business Research, 69(8), 2863–2872. https://doi.org/10.1016/j.jbusres.2015.12.055
Yin, R. K. (2014). Case Study Research : design and methods (Fifth Edit). SAGE Publications Inc.
Undang-undang Nomor 28 tahun 2007 tentang perubahan ketiga atas Undang-undang Nomor 6 tahun 1983 tentang Ketentuan Umum dan Tata cara Perpajakan.
Undang-undang Nomor 7 Tahun 2021 tentang harmonisasi peraturan perpajakan
Undang–Undang Nomor 28 tahun 2009 tentang Pajak Darah dan Retribusi
Peraturan Pemerintah Republik Indonesia Nomor 96 Tahun 2012 tentang pelayanan publik