KINERJA PEGAWAI NEGERI SIPIL DALAM PELAKSANAAN PELAYANAN ADMINISTRASI DI UPTD PUSAT PELAYANAN PAJAK SAMSAT KABUPATEN BOALEMO PROVINSI GORONTALO

BULUATI, PRIYATNO PRATAMA (2024) KINERJA PEGAWAI NEGERI SIPIL DALAM PELAKSANAAN PELAYANAN ADMINISTRASI DI UPTD PUSAT PELAYANAN PAJAK SAMSAT KABUPATEN BOALEMO PROVINSI GORONTALO. Other thesis, IPDN.

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Abstract

Abstract Problem Statment/Background (GAP): Indonesia, with thousands of islands and a strategic geographic position, has great potential for national development aimed at improving the welfare of its people. However, there are significant challenges in achieving optimal public services implementation, as seen in the performance of Civil Servants (ASN) that hinder the achievement of these goals, particularly in Boalemo Regency where efforts through the Integrated One-Stop Administration System (SAMSAT) to improve motor vehicle tax administration services have yielded inconsistent results. Purpose: The aim of this research is to analyze the performance of employees in the implementation of administrative services at the SAMSAT Tax Service Center in Boalemo Regency, Gorontalo Province, and to identify factors that hinder and support the optimization of motor vehicle tax revenue. Methods: This research uses a descriptive qualitative approach with an inductive method to analyze the performance of employees in administrative services at the SAMSAT Tax Service Center in Boalemo Regency, relying on semi-structured interviews, observation, and documentation as data collection techniques. The data obtained are then analyzed thematically to identify, analyze, and report patterns or themes relevant to the research topic. Results: Based on the analysis of the data, it was found that the performance of civil servants in the implementation of administrative services and tax management at the Boalemo SAMSAT Tax Service Center is influenced by several factors, namely motor vehicle tax management which includes various services with tax rates set based on regulations, employee performance evaluated through the Performance Measurement System (SIRANSIJA) and supported by motivation and adequate working facilities, improved service quality with the presence of the SAMSAT Night program and the need for additional mobile SAMSAT units, employee responsibility in evaluating tax revenue collection and billing through digital systems and periodic reporting, high employee responsiveness to community needs, a comfortable and supportive work environment for productivity, individual factors such as work commitment and employee integrity, and good organizational management with clear vision and mission as well as supportive policies. Conclusion: Factors such as productivity, service quality, responsibility, and responsiveness, as well as the work environment, individual factors, and organization, all contribute to the performance of employees at the Boalemo SAMSAT Tax Service Center. Through policy and facility optimization, it is hoped that employee performance can be continuously improved to provide better services to the community. Keywords: Performance, Civil Servant , SAMSAT. ABSTRAK Permasalahan/Latar Belakang (GAP): Indonesia, dengan ribuan pulau dan posisi geografis yang strategis, memiliki potensi besar untuk pembangunan nasional yang bertujuan meningkatkan kesejahteraan masyarakat. Meskipun demikian, masih terdapat tantangan signifikan dalam implementasi pelayanan publik yang optimal, seperti yang terlihat dalam kinerja Aparatur Sipil Negara (ASN) yang menghambat pencapaian tujuan tersebut, khususnya di Kabupaten Boalemo di mana meskipun terdapat upaya melalui Sistem Administrasi Manunggal Satu Atap (SAMSAT) untuk meningkatkan pelayanan administrasi pajak kendaraan bermotor, hasil yang dicapai belum konsisten. Tujuan: Tujuan penelitian ini adalah untuk menganalisis kinerja pegawai dalam pelaksanaan pelayanan administrasi di UPTD Pusat Pelayanan Pajak SAMSAT Kabupaten Boalemo, Provinsi Gorontalo, serta mengidentifikasi faktor-faktor yang menghambat dan mendukung optimalisasi penerimaan pajak kendaraan bermotor. Metode: Penelitian ini menggunakan pendekatan kualitatif deskriptif dengan metode induktif untuk menganalisis kinerja pegawai dalam pelayanan administrasi di UPTD SAMSAT Kabupaten Boalemo, mengandalkan wawancara semi-terstruktur, observasi, dan dokumentasi sebagai teknik pengumpulan data. Data yang diperoleh kemudian dianalisis secara tematik untuk mengidentifikasi, menganalisis, dan melaporkan pola-pola atau tema yang relevan dengan topik penelitian. Hasil/Temuan: Berdasarkan hasil analisis data, ditemukan bahwa kinerja pegawai negeri sipil dalam pelaksanaan pelayanan administrasi dan pengelolaan pajak di UPTD SAMSAT Boalemo dipengaruhi oleh beberapa faktor, yaitu pengelolaan pajak kendaraan bermotor yang mencakup berbagai layanan dengan tarif pajak yang ditetapkan berdasarkan peraturan, kinerja pegawai yang dievaluasi melalui Sistem Pengukuran Kinerja (SIRANSIJA) dan didukung oleh motivasi serta fasilitas kerja yang memadai, kualitas layanan yang meningkat dengan adanya program SAMSAT Night dan perlunya penambahan mobil SAMSAT keliling, responsibilitas pegawai dalam evaluasi penerimaan dan penagihan pajak melalui sistem digital serta pelaporan berkala, responsivitas tinggi pegawai terhadap kebutuhan masyarakat, lingkungan kerja yang nyaman dan mendukung produktivitas, faktor individual seperti komitmen kerja dan integritas pegawai, serta pengelolaan organisasi yang baik dengan visi dan misi yang jelas serta kebijakan yang mendukung. Kesimpulan: selain produktivitas, kualitas layanan, responsibilitas, dan responsivitas, terdapat faktor lingkungan kerja, faktor individual, dan organisasi, semuanya berkontribusi pada kinerja pegawai di UPTD SAMSAT Boalemo. Melalui optimalisasi kebijakan dan fasilitas, diharapkan kinerja pegawai dapat terus ditingkatkan untuk memberikan pelayanan yang lebih baik kepada masyarakat. Kata kunci: Kinerja, ASN, SAMSAT

Item Type:	Thesis (Other)
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Faculty of Goverment Management > Study of Human Resources Management
Depositing User:	Manajemen Sumber Daya Manusia Sektor Publik FMP
Date Deposited:	10 Jun 2024 07:21
Last Modified:	10 Jun 2024 07:21
URI:	http://eprints.ipdn.ac.id/id/eprint/18309

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