PENGUKURAN EFEKTIVITAS PELAYANAN BERBASIS INTEROPERABILITAS UNTUK MENGUKUR KINERJA LAYANAN UNGGULAN DIREKTORAT JENDERAL PAJAK
| Main Authors: | , NADYAN WINASTAN, , Ir. Lukito Edi Nugroho, M.Sc., Ph.D. |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2014
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/133426/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=74092 |
Daftar Isi:
- Improving service quality has been performed continuously by the DGT. One of them using the Customer Satisfaction Index. However, the performance evaluation can not answer the effectiveness of the delivery of technical information between the service unit. Whereas in the delivery of information is often the case that the potential problems disrupt service activities. In this study, services effectiveness is measured using interoperability approach among the technical services unit in a business process activities. Interoperability factors between the units are the ability to convey technical information and capability information submitted can be used with either. The study was conducted to examine the effectiveness of the eminent services DGT in Bantul STO. The results showed the services effectiveness are still not perfect because the interoperability value is only 71 percent. This can be improved by implementing ICT into all business process activities. Compared with Customer Satisfaction Index, measuring the services effectiveness by looking at interoperability aspect generate more detailed output on the side of service providers. Keywords: Service Quality, Performance Evaluation, Effectiveness, Information Flow, Interoperability