Indonesian Journal of Economic & Management Sciences (IJEMS)
Vol. 2 No. 4 (2024): August 2024

Tax Service Satisfaction Analysis Using the Servqual Method - Importance and Performance Analysis at the Regional Revenue Agency of Jeneponto Regency

Muhammad Nusran (Universitas Muslim Indonesia, Makassar)
Muh. Irsal Hidayat (Universitas Muslim Indonesia, Makassar)
Anis Saleh (Universitas Muslim Indonesia, Makassar)

Article Info

Publish Date
31 Aug 2024

Abstract

Service quality plays a crucial role in shaping the public's positive perception. This study applies the "Importance and Performance Analysis (IPA)" method to assess five dimensions of service quality at the Regional Revenue Agency of Jeneponto Regency, namely physical evidence, reliability, responsiveness, assurance, and empathy. Data were collected through interviews, observations, and questionnaires. The results show that the average service quality score of 0.9910 is still below customer expectations and requires improvement, especially in the reliability dimension with the largest gap (-0.4688). The attributes most influencing customer satisfaction include quick response, clarity of regulations, information security, physical facilities, reliable assistance, and employees' concern for individual taxpayer situations

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Journal Info
Indonesian Journal of Economic & Management Sciences (IJEMS)
Website

Abbrev

ijems

Publisher

PT FORMOSA CENDEKIA GLOBAL

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

Description

Indonesian Journal of Economic & Management Sciences (IJEMS) is a scientific journal managed by the Formosa Publisher. This journal promotes disseminating research results in all economic, management, business, accounting, law, and Finance areas. The journal includes, but is not limited to the ...