Abstract

Suci Putri Dwi Yanti: The Service Quality of Motor Vehicle Tax in SAMSAT Office in Region
1 Pontianak. Thesis, Pontianak: Faculty of Social and Polotical Sciences. Tanjungpura
University

The aim of this study is to describe the Quality of Motor Vehicle Tax in SAMSAT Office (in
Region 1, Bansir Laut, South Pontianak. The background of this thesis is related to the problem
of the services that served by the SAMSAT Officers to the Tax Payers, which is lack of
hospitality and decency behavior to the Tax Payers especially lack of responsiveness, hospitality
and decency, and damaged of queue number machine during the service process.

This study is a descriptive study that uses qualitative approach. Subject of this study is the Head
of UPPD Region 1 Pontianak, The Officers of SAMSAT Region 1 Pontianak and the Tax Payers
in Region 1 Pontianak. This study guided by the Tjipto Theory that is benchmarks of service
quality. The conclusion of this study is the service quality to the Tax Payers in SAMSAT Office
Region 1 Pontianak is not yet maximally and and things need to be improved in the service
benchmark that is Responsiveness, Reability, Assurance, Emphaty, and tangibles.

Key words: Quality, Services, Officers and Tax Payers