THE EFFECT OF SERVICE QUALITY AND COMMUNITY RELATIONSHIP ON THE SATISFACTION OF MOTOR VEHICLES TAXPAYERS AT THE OFFICE WITH SAMSAT JEMBER

Ponang Undaghi T; Suwignyo Widagdo; Muhaimin Dimyati

doi:10.31967/mba.v4i2.508

Ponang Undaghi T STIE Mandala
Suwignyo Widagdo STIE Mandala
Muhaimin Dimyati STIE Mandala

DOI: https://doi.org/10.31967/mba.v4i2.508

Abstract

This study aims to determine the effect of service quality and public relations on the satisfaction
of motor vehicle taxpayers in Samsat Jember. The type of research used is Explanatory Research
using survey methods. The population in this study is the people of Jember who have motorized
vehicle taxpayers. The sampling technique used was a non-probability sampling technique,
namely the Accidental Sampling approach. The sample in this study were 100 respondents. The
data analysis method used is multiple linear regression analysis. The results of this study indicate
that the significant value of the service quality variable on the satisfaction of motorized vehicle
taxpayers in Samsat Jember is 0.008 smaller than (0.05), this means that the service quality
variable has a significant effect on community satisfaction at the Jember Samsat Joint Office.
Then the significant value of the public relations variable on the satisfaction of motorized vehicle
taxpayers in the Jember Samsat is 0.000 smaller than (0.05), this means that the public relations
variable also has a significant effect on public satisfaction at the Jember Samsat Joint Office.
Keywords: Service Quality, Public Relations, Satisfaction