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SISTEM ANALISIS TINGKAT PELAYANAN PERPAJAKAN PADA KPP MATARAM BARAT MENGGUNAKAN METODE KANO DAN QUALITY FUNCTION DEPLOYMENT

Excellent service is an effort by KPP Mataram Barat to increase taxpayers’ willingness to fulfill their tax obligations. Nowadays, the current measuring system fails to assess service indicators level in detail. Therefore, an advanced system is needed to determine the tax services improvement direction and achieve the taxpayers’ expectations and perceptions of the current state of services. To run this system, taxpayers fill out questionnaires on the system and the results are calculated by quality function deployment (QFD) and Kano methods. The QFD method is used to calculate the taxpayers’ expectation value and perception on tax service indicators which are built into house of quality (HoQ) matrix, while the Kano Method is used to categorize and classify the influence level of tax service indicators on service improvement attributes. Based on black-box testing and mean opinion score (MOS), this system has been running as expected with a percentage value of 97,395%. Priority results are obtained with the first attribute the need for increased understanding of taxpayers for quality management with a percentage of 9,207%, the second attribute the need for improvement in fiscal services procedures with a percentage of 9,157% and the third attribute the need for increased quality control of service with a percentage of 9.112%.

Excellent service is an effort by KPP Mataram Barat to increase taxpayers’ willingness to fulfill their tax obligations. Nowadays, the current measuring system fails to assess service indicators level in detail. Therefore, an advanced system is needed to determine the tax services improvement direction and achieve the taxpayers’ expectations and perceptions of the current state of services. To run this system, taxpayers fill out questionnaires on the system and the results are calculated by quality function deployment (QFD) and Kano methods. The QFD method is used to calculate the taxpayers’ expectation value and perception on tax service indicators which are built into house of quality (HoQ) matrix, while the Kano Method is used to categorize and classify the influence level of tax service indicators on service improvement attributes. Based on black-box testing and mean opinion score (MOS), this system has been running as expected with a percentage value of 97,395%. Priority results are obtained with the first attribute the need for increased understanding of taxpayers for quality management with a percentage of 9,207%, the second attribute the need for improvement in fiscal services procedures with a percentage of 9,157% and the third attribute the need for increased quality control of service with a percentage of 9.112%.

Ketersediaan
2018194336.200 959.Rak.sTersedia
Informasi Detail
Judul Seri
-
No. Panggil
336.200 959.Rak.s
Penerbit
Universitas Mataram : Fakultas Teknik Unram.,
Deskripsi Fisik
iv,52 Hlm, 21x29 cm
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
336.200 959
Tipe Isi
other
Tipe Media
other
Tipe Pembawa
-
Edisi
Edisi 1 Jilid 1
Subjek
Quality Function Deployment
TINGKAT PELAYANAN PERPAJAKAN
sistem analisis pelayanan pajak
house of quality, kano, mean opinion score, servic
Info Detail Spesifik
-
Pernyataan Tanggungjawab
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