A Servqual Measurement of Public Service from Motor Vehicle Taxation Office (SAMSAT) In Indonesia

Dayal Gustopo Setiajit, Ady Utomo


The purpose of this research is implementing Service Quality instruments while at the same time obtaining a description of public service given by Motor Vehicle Taxation office (similar to Department of Motor Vehicle/DMV) in Indonesia. This research is using expectation and perception data which put into SERVQUAL instruments that derived from A.Pasuraman as a tool to measure service quality (Service Quality Score). This is a survey research with random sampling technique. There were 400 taxpayers selected as samples of the research. Validity and Reliability Test was conducted to the instruments before the researchers do perceived service quality measurement. The result of this research displayed that five dimensions applied in the SERVQUAL instruments were valid and reliable to be used as instruments to measure the working performance of services provided by SAMSAT office. Tangible and Assurances dimension are generating good service quality range whereas Reliability, Responsiveness and Empathy dimensions are generating problematic service quality range that fall below customer’s expectations.

Keywords : Expectations, Perceptions, Service Quality Score, Validity & Reliability

Full Text: PDF
Download the IISTE publication guideline!

To list your conference here. Please contact the administrator of this platform.

Paper submission email: IEL@iiste.org

ISSN (Paper)2224-6096 ISSN (Online)2225-0581

Please add our address "contact@iiste.org" into your email contact list.

This journal follows ISO 9001 management standard and licensed under a Creative Commons Attribution 3.0 License.

Copyright © www.iiste.org