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Dessanti Putri Sekti Ari
Brawijaya University
Economics, Econometrics & Finance

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PENGARUH KUALITAS PELAYANAN WEBSITE DJP TERHADAP KEPUASAN PENGGUNA DENGAN MODIFIKASI E GOVQUAL Dessanti Putri Sekti Ari; Latifah Hanum
PROFIT: JURNAL ADMINISTRASI BISNIS Vol. 15 No. 1 (2021): PROFIT : Jurnal Administrasi Bisnis
Publisher : FIA UB

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (168.528 KB) | DOI: 10.21776/ub.profit.2021.015.01.11

Abstract

One of the DGT e-government is the DGT website.. The DGT website contains the latest information on taxes , announcements, tax applications,  the latest laws and regulations, press releases, DGT activities, customer service, and information about the DGT organizational structure. The existence of the website is expected to facilitate communication between taxpayers and the tax authorities as well as a means of facilitating the public to get the latest information related to taxation in Indonesia. However, some people still complain about this website service, one of which is that the website is still difficult to access. This complaint can potentially reduce user satisfaction. Therefore, this study aims to determine the effect of service quality on user satisfaction of the DGT website with e govqual modification. The dimensions used to measure this service's quality are efficiency, trust, reliability, citizen support, and system quality. Students are one of the DGT website users. Therefore, the population in this study were active undergraduate taxation students. The sampling method used was a random sampling system. This study uses an online survey to obtain data. The statistical tool used in this research is the SmartPLS program. This study's results indicate that each of the e govqual dimensions and its significant modification forms the system quality variable. And system quality variables affect user satisfaction.
ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN DAN NIAT PENGGUNAAN BERKELANJUTAN APLIKASI E FILLING Dessanti Putri Sekti Ari; Ferinda Nabilah Putri
PROFIT: JURNAL ADMINISTRASI BISNIS Vol. 16 No. 2 (2022): PROFIT : Jurnal Administrasi Bisnis
Publisher : FIA UB

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (248.311 KB) | DOI: 10.21776/ub.profit.2022.-16.02.3

Abstract

One application of e-government at the Directorate General of Taxes is the e-filing application. E-filing is one of the Directorate General of Taxes applications that help online SPT reporting. E-filing can help taxpayers report their SPT more efficiently and faster. However, there are still some taxpayers who do not use this application. The system is successful if the user is sure to continue using it again. Therefore, this study aims to determine the effect of e-filing service quality on user satisfaction and the effect of user satisfaction on sustainable intentions. The population used in this study is individual taxpayers on the island of Java. The sampling method used is accidental sampling. This study used an online survey to collect data. The results of this study indicate that efficiency, public support, and trust have a significant effect on user satisfaction. User satisfaction itself has a significant effect on ongoing intentions in e-filing applications. Reliability has no significant effect on user satisfaction.
Co-Authors Ferinda Nabilah Putri Latifah Hanum