Inovasi pelayanan samsat outlet di pusat pengelolaan Pendapatan Daerah Kota Bandung III Soekarno Hatta

Yusup, Pramudya Anata (2025) Inovasi pelayanan samsat outlet di pusat pengelolaan Pendapatan Daerah Kota Bandung III Soekarno Hatta. Sarjana thesis, UIN Sunan Gunung Djati Bandung.

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Abstract

INDONESIA: Penelitian ini di latar belakangi oleh kebutuhan masyarakat akan pelayanan publik yang lebih cepat, mudah, dan efisien, serta dinamika masyarakat perkotaan yang menuntut bentuk pelayanan yang responsif terhadap keterbatasan waktu. Penelitian yang dilakukan bertujuan untuk mengetahui bagaimana penerapan inovasi pelayanan Samsat Outlet di Pusat Pengelolaan Pendapatan Daerah (PPPD) Kota Bandung III Soekarno Hatta di bidang pembayaran pajak kendaraan bermotor serta mengidentifikasi faktor-faktor pendukung dan penghambat dalam pelaksanaannya. Dalam menjawab rumusan masalah, peneliti menggunakan pendekatan kualitatif deskriptif dengan teknik pengumpulan data berupa wawancara, observasi, dan dokumentasi. Teori yang digunakan dalam menganalisis data adalah teori difusi inovasi dari Everett M. Rogers (2003) yang mencakup lima dimensi: keuntungan relatif (relative advantage), kesesuaian (compatibility), kerumitan (complexity), kemungkinan dicoba (triability), dan kemudahan diamati (observability). Hasil penelitian menunjukkan bahwa Samsat Outlet merupakan inovasi yang berhasil karena memiliki tingkat kerumitan yang rendah, sesuai dengan kebutuhan masyarakat, mudah dicoba, manfaatnya mudah diamati, dan memberikan keuntungan yang signifikan dalam hal efisiensi waktu dan kenyamanan. Temuan ini diperkuat oleh data lapangan serta testimoni dari pengguna layanan dan petugas pelaksana di Samsat Outlet. Oleh karena itu, inovasi Samsat Outlet dapat dikategorikan sebagai bentuk transformasi pelayanan publik yang adaptif terhadap tuntutan masyarakat modern. ENGLISH: This research is motivated by the community's need for faster, easier, and more efficient public services, as well as the dynamics of urban communities that demand a form of service that is responsive to time constraints. The research conducted aims to find out how the implementation of Samsat Outlet service innovations at the Bandung City Regional Revenue Management Center (PPPD) III Soekarno Hatta in the field of motor vehicle tax payments and identify supporting and inhibiting factors in its implementation. In answering the problem formulation, researchers used a descriptive qualitative approach with data collection techniques in the form of interviews, observations, and documentation. The theory used in analyzing the data is the innovation diffusion theory of Everett M. Rogers (2003) which includes five dimensions: relative advantage, compatibility, complexity, triability, and observability. The results show that Samsat Outlet is a successful innovation because it has a low level of complexity, is in accordance with the needs of the community, is easy to try, the benefits are easy to observe, and provides significant benefits in terms of time efficiency and convenience. This finding is reinforced by field data and testimonials from service users and implementing officers at the Samsat Outlet. Therefore, Samsat Outlet innovation can be categorized as a form of public service transformation that is adaptive to the demands of modern society.

Item Type: Thesis (Sarjana)
Uncontrolled Keywords: Service Innovation; Samsat Outlet; Motor Vehicle Taxes
Subjects: Public Administration
Public Administration > Public Administration in Specific Localities
Divisions: Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Administrasi Publik
Depositing User: pramudya ananta yusuf
Date Deposited: 01 Jul 2025 03:34
Last Modified: 01 Jul 2025 03:34
URI: https://digilib.uinsgd.ac.id/id/eprint/110537

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