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All Journal Jurnal Kebijakan Publik Sinergi International Journal of Accounting and Taxation
Wibowo, Soesilo
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences

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Analysis of Tax Service Quality and Taxpayer Satisfaction During the Covid-19 Pandemic at the Pratama Tax Office Cileungsi, Bogor, West Java, Indonesia Ma'ruf, Solehan; Budiati, Ayuning; Wibowo, Soesilo
Sinergi International Journal of Accounting and Taxation Vol. 1 No. 3 (2023): November
Publisher : Yayasan Sinergi Kawula Muda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61194/ijat.v1i3.134

Abstract

Service is the effort to achieve public service quality for taxpayers, all services are provided through Integrated Service Centers (ISC) at each Tax Service Office (TSO) and at Tax Service, Counseling, and Consultation Offices (TSCTCO) throughout Indonesia's tax areas, and taxpayers' satisfaction with the services provided by KPP Pratama Cileungsi, as well as the initiatives undertaken and planned by KPP Pratama Cileungsi to improve service quality during the Covid-19 pandemic. This study identified several issues: 1) Taxpayer satisfaction with tax services at the Tax Service Office KPP Pratama Cileungsi during the Covid-19 pandemic, 2) Efforts made by the Tax Service Office KPP Pratama Cileungsi to enhance the quality of tax services during the Covid-19 pandemic. The research method employed a descriptive qualitative approach conducted in a natural setting, with data collected using interview guidelines and documentation. The research informants included strategic taxpayers, tax volunteers, and employees of KPP Pratama Cileungsi. Data analysis encompassed activities such as data reduction, presentation, and drawing conclusions/verification. The results of this study revealed that tax class activities are part of cooperation with the district government to ensure that the public is aware of and utilizes these tax classes as a means of learning and increasing tax obligation awareness. Creating or re-sharing tax education content through a dedicated YouTube channel serves as a contemporary education platform with easy access anytime and anywhere for taxpayers, given the extensive jurisdiction of KPP Pratama Cileungsi. This YouTube channel should be promoted through village government devices to be known by the wider community, especially in the jurisdiction area of KPP Pratama Cileungsi.
Strengthening Civil Servant Competency to Improve Public Service Performance: A Regulatory Evaluation Perspective Rohani, Rohani; Biroum, Raden; Wibowo, Soesilo
Jurnal Kebijakan Publik Vol 16, No 2 (2025)
Publisher : Fakultas Ilmu Sosial dan Ilmu Politik Universitas Riau

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31258/jkp.v16i2.8782

Abstract

This study addresses the issue of suboptimal public service delivery, which is often attributed to gaps in the competencies of civil servants (ASN), especially in the areas of technical and managerial capacity. The main objective of the research is to evaluate the extent to which civil servant competencies influence public service performance, guided by Government Regulation No. 30 of 2019 on Civil Servant Performance Assessment. The study also aims to identify the supporting and inhibiting factors that affect competency fulfillment in delivering effective services. Using a qualitative descriptive approach, the research was conducted at the Social Affairs Office of West Kotawaringin Regency. Subjects involved in this study included structural officials, functional staff, and administrative personnel. Data were collected through direct observation, in-depth interviews, and documentation, while the analysis employed qualitative content analysis techniques. The findings reveal that civil servants demonstrate adequate socio-cultural competencies, such as empathy and adaptability in community interactions. However, deficiencies were identified in technical skills, especially among new employees unfamiliar with digital systems, and in managerial practices, including poor coordination and unclear delegation. Public service performance—measured through effectiveness, efficiency, and economy—was hindered by outdated infrastructure, excessive reliance on manual processes, and budget inefficiencies. Supporting factors include clear regulatory frameworks, committed leadership, and basic facilities. Meanwhile, constraints include limited training opportunities, inadequate staffing, and poor digital data management. The study concludes that enhancing civil servant competencies through targeted training, integrated digital systems, and strategic resource planning is crucial to improving public service performance. These findings have practical implications for strengthening human resource development policies in local government administration.
Co-Authors Adiwijaya, Saputra Ayuning Budiati Biroum, Raden Ma'ruf, Solehan Putri, Dewi Hastuti Rohani Rohani