PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT DALAM PEMBAYARAN PAJAK KENDARAAN PADA UNIT SAMSAT DI BANK SUMSEL BABEL CABANG PEMBANTU LEMABANG KOTA PALEMBANG

This research aims to determine the effect of service quality on the level of community satisfaction in paying vehicle tax at the Samsat Unit at Bank Sumsel Babel, Lemabang Sub-Branch, Palembang City. The population in this study was 1,693 people who carried out tax payment services such as extending STNK, paying taxes on two-wheeled and four-wheeled vehicles, and processing other documents at the Samsat Bank Sumsel Babel sub-branch, Lemabang, Palembang City. The sampling technique used random sampling technique for 94 respondents. Data was collected through a questionnaire using Likert scale measurements. The data analysis method used is quantitative analysis using validity tests, reliability tests, simple linear regression analysis, t tests, and coefficient of determination tests using SPSS 27. The results of this research show that partially Service Quality has a significant and significant effect on Community Satisfaction.
Keywords : Service Quality, Public Satisfaction