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

Abstract

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