PENGARUH ELECTRONIC SERVICE QUALITY APLIKASI NEW SAKPOLE TERHADAP KEPUASAN MASYARAKAT DALAM PEMBAYARAN PAJAK KENDARAAN BERMOTOR (PKB) BERBASIS ONLINE DI KOTA SEMARANG

Abstract

This study aims to analyze the effect of electronic service quality of the New Sakpole application on public satisfaction in online-based Motor Vehicle Tax (PKB) payments in Semarang City. The New Sakpole application is one of the digital-based public services implementing e-government, designed to facilitate the public in paying Motor Vehicle Tax (PKB) through digital devices without the need to visit the SAMSAT office. This study employs a quantitative approach. Data were collected through questionnaires distributed to 100 respondents who are users of the New Sakpole application. The data analysis techniques used include validity testing, reliability testing, simple linear regression analysis, normality testing, linearity testing, hypothesis testing, and coefficient of determination analysis. The results indicate that the electronic service quality of the New Sakpole application has a significant effect on public satisfaction in online-based Motor Vehicle Tax (PKB) payments in Semarang City. However, this study also identifies several obstacles, such as the search feature of the New Sakpole application not being fully accessible, the absence of direct PKB payment guidelines within the application, frequent system downtime, and the unavailability of the New Sakpole application for iOS device users. Therefore, the Regional Revenue Agency (BAPENDA) of Central Java Province needs to continuously improve the New Sakpole application to enhance service quality and provide more responsive services to the public.