Mohammad Ilham Hidayatullah 

Department of Public Administration, Faculty of Social and Political Sciences, University of Jember

Sukron Makmun 

Department of Public Administration, Faculty of Social and Political Sciences, University of Jember

DOI: https://doi.org/10.19184/e-sospol.v13i1.60022

ABSTRACT 

SAMSAT Banyuwangi obtained a Community Satisfaction Survey score of 88.11; however, it was ranked among the four lowest scores in the Tapal Kuda region. This study aimed to analyze service quality and public satisfaction regarding five-year motor vehicle tax payment services at SAMSAT Banyuwangi. A descriptive quantitative approach was employed involving 96 respondents selected through incidental sampling. Service quality was measured using the five SERVQUAL dimensions, while public satisfaction was assessed using the nine elements of the Community Satisfaction Survey based on the Regulation of the Minister of Administrative and Bureaucratic Reform Number 14 of 2017. The data were analyzed descriptively using SPSS 25. The results showed that service quality was categorized as very good (average score of 3.41), with the highest score on the comfort of the service room (3.65) and the lowest on complaint facilities (3.13). Public satisfaction was categorized as very satisfied (average score of 3.44), with the highest score on facilities and infrastructure (3.61) and the lowest on complaint handling (3.19).      

Keywords: service quality; community satisfaction; motor vehicle tax; SAMSAT  

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